SmartZone Call Center Framework Overview

SmartZone Call Center Applications designed and deployed using Webraska's SmartZone Call Center Framework offer a new breed of application that not only supports, but also enhances simple Directory queries. Incremental revenues can be generated by subscriber calls for location-based information such as "Find Nearest", Directions and Traffic Information. Thus, call center service providers can leverage their existing infrastructure to generate incremental revenues, increase call volume and reduce churn. Webraska's offer consists of call center application software, customization and configuration, hosting, training, maintenance and support. The solution can easily be integrated into existing call centre infrastructure and interface.

Benefits

• Enable instant value-added services to 100% of the subscriber base.
• Generate additional revenue though increased voice calls and data traffic.
• Transform call center operators into personal assistants that provide callers with location relevant, up-to-date information.
• Differentiate branded service offering from the competition.
• Reduce project risk by exploiting Webraska's proven expertise in content integration, application integration, Call Center ergonomics and operations.

Features

Search for nearest points of interest based on auto positioning or entered address

• View listings of restaurants, hotels, cinemas and other popular places.
• Calculate and display driving or walking directions to the caller's desired destination.
• Send results via SMS, MMS or email.

Get Directions between two or more locations

• Provide step by step directions over the phone or via SMS, MMS or email as required.
• Directions presented can be complete itinerary or first or last mile.
• Include "stop-off" points in the route if required.
• Take into account consumer's preferences to generate routes with or without tolls.

Display and manipulate maps with ease

• Application display controls available include zoom in and out, original and previous maps, itinerary overview maps, maneuver maps, and traffic indicators.
• POI map functionalities include icon overlays and map rollovers for easy to use POI name identification.

Provide users with real-time traffic updates on request

• Check traffic incidents along a desired route or in a general area.

Enabling Technology

The call center solution is built using the SmartZone Call Center Framework that provides a user interface configured to suit the client's needs. The framework has plug-ins to interface with the location server, SMS-C and MMS-C, providing a seamless interface to the client's network. It can be deployed either standalone or integrated into third party call center applications.

The SmartZone Call Center Framework accesses services within Webraska's SmartZone Geospatial Platform (routing, mapping, geo-coding, reverse geo-coding) in order to provide easy to read text-based directions and map displays.

Webraska's proven call center technology supports

• Multiple languages.
• Generation of standard logs to help the tracking and billing of users.
• Easy integration with 3rd party call center applications.
• Standard protocols to facilitate integration into the provider's existing infrastructure.
• Scaleable, redundant architecture.