Build
In order to deliver desired results repeatedly, it is necessary to build an Interactions iXML script for the Service Factory to execute. This script contains business rules, transfer destinations, prompts, and specific handlers for the many different intents a customer may express. Industrial engineering becomes what we call Service Engineering, as service procedures are codified, tolerances are defined, and results are tuned.

Build Tasks:

• Identify Requirements
• Build Business Rules
• Internal User Acceptance Test
• Beta Launch
• Full Production Launch

Identify Requirements – Interactions Service Engineers, or consultants from one of our development partners, work with a client company to identify the most promising areas for automation, data required, and business rules to be followed.

Build Business Rules – Once business rules have been identified and agreed, our Script Consultants take the requirements and code them in iXML, Interaction’s flexible conversation language that allows the Service Factory to have a true “say anything, anytime” conversation.

Internal User Acceptance Test – Client personnel, both QA and subject matter experts, call the script to ensure it behaves as expected and sounds as planned.

Beta Launch – Regardless of planning and testing, real world customers will always find a way to surprise you. However, with the Service Factory, countless weeks are not wasted with grammar tuning, but instead time is focused on capturing unanticipated intents customers choose to express and building handlers for them. This polishing can be accomplished in one to three weeks.

Full Production Launch – Systems below 500,000 calls per month can launch immediately, while systems with millions of calls per month need a few month ramp period.

Integrate
The Interactions Service Factory handles as many tasks as possible and then concentrates on handing remaining calls as seamlessly as possible into existing call center operations. This requires telephony integration, data integration to ensure back-office and CRM systems are updated, and in the optimal case, CTI integration to ensure that customers are not repeating information needlessly.

Integration Tasks:

• Telephony
• Data
• CTI

Telephony – Telephony integration can be accomplished in multiple ways, either through the cloud with take back and transfer along with token passing for CTI integration or via the Interactions iBox being placed on-site at a company’s switch location.

Data – Data integration involves connecting Interactions secure (link) private redundant MPLS network with appropriate back office resources and/or iBoxes on-site at a client switch location.

CTI – While not required, CTI allows the Service Factory to pass along tasks and data from the caller to any live agent continuing the call. Common uses include pre-authenticating callers using flexible, agent-like methods that can shave 30-60 seconds from every call and communicating caller reasons at a highly detailed level. Interactions uses a “pluggable” integration layer that already supports Genesys and CT Connect, with ICM and other CTI systems supported as requested.