Platform Toolkit scenarios
You can use the Platform Toolkit in many situations where you want to customize the experience with Callback software. For example, you might want to give employees access to the information in the Callback Platform so that they can make informed decisions about how best to handle customer concerns, or you might want to give online customers or mobile customers the choice to receive a callback without navigating the self-service voice application. Such applications give you the opportunity to bridge the gap between self-service and full-service customer care.
The following scenarios are just a few ways that you might use the Platform Toolkit to build a custom experience with Callback for your employees, your customers, or yourself:
- Mobile Application
- Website Application
- IVR Application
- Simplified InteractionQueued and InteractionDequeued Usages
You must purchase the appropriate licensing for each channel. Please contact your Account Representative or Channel Partner for assistance.
Mobile Application
Charlie is the IT manager at a mid-size cable company. His company employs a large number of field service representatives who call in to the support desk for assistance with their work. He has been receiving a lot of complaints from stakeholders lately because the support desk phone lines are often busy, resulting in long hold times for both end customers and field service representatives, and employee burnout in the contact center. Business managers are unhappy because productivity is dropping in both the field and in the contact center. The company's phone bills have been over-budget, too, because of all of the hold time.
Charlie wants to give his field service representatives the option to request a callback from the support desk without dialing into the call center. He creates a mobile application that uses the Platform Toolkit to access the Callback Platform. The application gives field service representatives the ability to request a callback from their smart phones, and they can do it all in as little as three steps.
Charlie's mobile application frees field service representatives to return to their work while they wait for assistance, saves the company money on hold time, and allows employees and customers alike to make better use of their time.
Charlie performs the following tasks to complete his new application:
- Installing the Platform Toolkit
- Submitting Requests to the Callback Platform
This application uses the following methods:
- GetStatus
- GetSegments
- AddInteraction
The following sequence diagram represents an overview of the communication that occurs during this interaction.
- This diagram is only an overview of the communication that occurs in this scenario. Other scenarios are possible, and they might require other requests.
- This diagram does not include request-level details. For detailed information about the parameters and responses associated with each request, see the details of each Platform Toolkit request.
Website Application
Stephanie is a project manager in the IT department for a national financial firm. A couple of years ago she created a callback widget for the company's customer-facing website. When website users require more detailed or customized information, they can use the widget to request a callback from a support representative. If estimated wait times are long, the customers can even opt to schedule a callback for a specific date and time in the near future. The widget uses WebConnect to access estimated wait times, to view and reserve appointment times, and to submit the requests to the Callback Platform.
Stephanie had hoped to provide users with suggested dates and times for callbacks, but WebConnect did not provide this functionality. She was excited to hear that the Platform Toolkit does provide this functionality, so Stephanie would like to migrate from WebConnect to the Platform Toolkit. While researching the migration, Stephanie discovered that the Platform Toolkit also provides better troubleshooting information, a better development interface, and faster and increased throughput.
Stephanie performs the following tasks to complete her new application:
- Installing the Platform Toolkit
- Submitting Requests to the Callback Platform
Her application uses the following methods:
- GetStatus
- GetSegments
- GetSegmentState
- AddInteraction
- GetNextAvailableAppointmentTimes
One scenario that Stephanie's application might handle is when the customer requests a callback for a specific time in the future. When the requested time is not available, the Platform Toolkit can provide the next several available appointment times. The following sequence diagram represents an overview of the communication that occurs during this interaction.
- This diagram is only an overview of the communication that occurs in this scenario. Other scenarios are possible and they might require other requests.
- This diagram does not include request-level details. For detailed information about the parameters and responses associated with each request, see the details of each Platform Toolkit request.
IVR Application
Alex is a telecommunications manager for a regional bank. He has been tasked with implementing Callback in his existing telecommunications infrastructure. His infrastructure uses speech recognition to route calls to the appropriate queues, and Alex wonders how he will implement Callback in such an environment. During his discussions with representatives, Alex learns that he can create an application using the Platform Toolkit that connects Callback with his environment while maintaining the speech recognition functionality.
Alex performs the following tasks to complete his new application:
- Installing the Platform Toolkit
- Submitting Requests to the Callback Platform
His application uses the following methods:
- GetStatus
- GetSegments
- GetSegmentState
- AddInteraction
- GetNextAvailableAppointmentTimes
One scenario that Alex's application might handle is when the customer requests a callback for the next available appointment time. The following sequence diagram represents an overview of the communication that occurs during this interaction.
- This diagram is only an overview of the communication that occurs in this scenario. Other scenarios are possible and they might require other requests.
- This diagram does not include request-level details. For detailed information about the parameters and responses associated with each request, see the details of each Platform Toolkit request.
Simplified InteractionQueued and InteractionDequeued Usages
The following text includes four example usages of the InteractionQueued and InteractionDequeued methods.
These examples show sequence diagrams that are simplified to better illustrate the usage concept!
Example Usage One
This example interacts with Callback at the time of requesting a callback. After the callback launches, the client (customer application, IVR application, etc.) is able to inform Callback that the callback has been received and that the caller intends to transfer the call to queue.
In this example, the client represents any routing client in the customer's environment that can inform Callback that the call has arrived in and is subsequently left in a queue. This is represented by the InteractionQueued and InteractionDequeued methods and are used in the absence of CTI events
Example Usage Two
This example is similar to the first example with the exception that the first interaction with Callback is much earlier in the client's lifecycle. A real-world example of this is when a caller enters the IVR, or starts to interact on a web page or mobile app. This allows for more enhanced reporting in Callback than normally allowed including the ability to track things like how long a customer is interacting with the client or what options the caller used when interacting with the client. After a CreateInteraction method, a subsequent InteractionRequestContact method is needed to request a callback, However it does not have to immediately follow the CreateInteraction method.
Example Usage Three
This example is a simple demonstration of a routing client informing Callback of call queuing absent of any CTI messages. A Callback interaction is created at the time of the InteractionQueued method.
Example Usage Four
This example is an alternative to the second example, where the caller starts to interact with the client but chooses not to take a callback. There are other examples to complete the interaction to methods other than InteractionSendToQueue