Symphony™ provides a rich toolkit that both system integrators and customers can use to maximise the benefits Symphony brings. Using the NetStore Gateway™, Symmetry™, CTI Connectors and SDKs, truly deep levels of integration can be implemented with ease.
NetStore Gateway, although a data acquisition component, integrates with a customer's data storage systems. It enables recordings to be stored on the LAN either for resilience or increased on-line capacity. It typically runs on the central Symphony hardware platform, but where a distributed architecture is required, it can operate as a completely separate component.
Providing scalable on-line storage and archival facilities, NetStore Gateway is completely invisible to ordinary users who simply continue to use Personal Assistant for all playback tasks as usual. NetStore Gateway offers the compelling business benefit of extending available storage capacity so that it is limited only by the availability of network-attached resources, rather than the capacity of the storage media resident on the local recorder.
Symmetry is a powerful but easy-to-use database integration component that enables customer data residing within independent application databases to be easily integrated with Symphony. Symmetry is bi-directional allowing Symphony to publish data to the customer's database system in real-time, and allowing the customer to provide additional information in the Symphony call record. This data becomes immediately searchable through Personal Assistant. Using Symmetry our customers are creating some truly innovative applications. For example, one client has integrated its sales force automation systems with Symphony enabling a copy of the telesales phone call establishing an appointment to be sent to the sales representative who will actually make the initial visit.
CTI Connectors provide flexible integration between Symphony components and third-party systems from the major switch and ACD manufacturers. This allows call and customer-specific information to be stored in the call-record database - for example, a customer might decide that their workflow required the storage of Agent ID, skill set and customer account code alongside the recorded data. CTI Connectors can be configured to support hot-desking and provide integration at three levels: full host CTI integration, integration through the client desktop, or integration via a lightweight standalone client application. Large CRM systems at contact centres often employ CTI in this way.
Symphony SDKs allow the advanced capabilities of the whole product range to be built into third-party applications with ease. SDKs are available for;
- recording control
- replay and user management
- replay to turret
- XML real-time feed