ProConnect is a Preview Dialing solution built on top of the Avaya Telephony infrastructure. This allows agents to make outbound calls in preview mode. The system also includes a customizable user interface for creating agent prompts. Over all of this lies a reporting layer that provides analytical capabilities to support optimized operations.
ProConnect consists of the following components:
Interaction Manager provides the integration adapter for Avaya AES and implements third party CTI call control functionality
Session Manager is in charge of user management and call data coordination across the contact center environment
List Manager is the central processing unit and embeds the Dialing Kernel for managing job execution and automating campaign list distribution amongst agents
Data Manager is in charge of managing the customer data associated with the campaign and provides screen pop in the Agent Integrated Desktop. This component provides a GUI based screen designer tool that can be used by the organization to customize the
agent screens for each individual campaign.
Dialog Manager consists of a GUI based design environment and a runtime execution component. Using design environment, administrator can create nested interactive dialogs, while the execution environment presents them to the agent during an
outbound call. As the agent traverses the script, Dialog Manager captures the trail and maintains it for later processing.
GUI Manager is the gateway between web client and server. It is responsible for managing an event stream between client and server and presents a contextual user interface to the agents
ProConnect solution provides an integrated agent experience by providing a single web based GUI that includes Soft phone controls, Dialing controls, Customer data and Agent scripts (Dialogs). The browser based client design makes administration, roll out and maintenance of application easy.
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