Products: Contact Management - Gateway - FAQs
- With what systems does Gateway interface?
SER developed Gateway interfaces for major enterprise contact management software solutions, including C-Survent, TelATHENA and The Edge, or you can create your own. With Gateway you'll enjoy seamless integration into your existing system.
- What campaign elements can I change in real-time?
Gateway’s supervisory tools allow you to define campaigns, define record selection criteria, start and stop campaigns, change campaign parameters, set threshold alerts, modify campaigns, assign or block trunks, and control pacing to fine-tune the pacing algorithm—all in real-time. You can also schedule reports to print automatically during off hours.
- Why would someone prefer middleware over a complete solution?
Organizations that want to leverage their existing host systems and applications, but need to gain the benefits of predictive dialing, are perfect candidates for Gateway. In addition, technology partners who want to build Gateway’s industry-leading dialing capabilities into their solutions would also be interested.
- How would my existing system connect to Gateway?
Gateway offers Ethernet connectivity to the Standard Host Interface Protocol (SHIP) API. SHIP offers more than 130 messages to give the host maximum control of the dialing process. This can be done through a socket pair in which all messaging funnels, or through the SHIPD port, which allows up to 256 separate connections for individual agent connections.
- How would records get from my system to Gateway?
The host has two options to get calling data to the Gateway campaign. The first way is to send the records through the SHIP API for maximum control over what numbers are dialed and when. In addition, the host can create a flat ASCII file that contains the records and load the campaign with numbers to dial.
- How many agents and campaigns can I run with Gateway?
Gateway offers 96 campaigns and 384 agents.
- How does Gateway know what my data record looks like?
The customer has the ability to tell Gateway what the record looks like for each campaign. This is done through the Gateway Supervisor menu, and allows the customer to specify field names, data types and lengths. The Gateway then knows where each field resides in each record.
- What types of companies use Gateway?
With Gateway’s flexibility and adaptability, any company looking for predictive dialing capabilities can really use it. One of the major areas Gateway has made its mark is with market research organizations; however, Gateway is in use at other outbound call centers outside of market research. As a matter of fact, Gateway is in use by two of the top five global teleservices agencies, referenced in the, “Twenty-First Annual Top 50 Outbound Teleservices Agencies Rankings,” published in the March 2006 edition of Customer Inter@ction Solutions magazine.