Scopus Extensions

All Scopus applications leverage an underlying set of core technologies and optional extensions. This document provides a high level overview of three key Scopus extensions for GUI-based workflow management, remote access (RemoteTEAM), and telephony integration (TeleTeam).

Workflow Automation

Workflow Automation provides business process modeling capabilities so that you can identify critical events or business rules and use the system to help automate their implementation. With Workflow Automation, users can define the relevant event/action combinations that are triggered by day-to-day business activities. Users can automate notifications, escalations, transfers or forms and execution of other general procedure calls. As a result, the system gives you the flexibility to easily evolve your business processes and systems as needs change.

Workflow Automation lets you:

• utilize a table-driven notifier program that runs stored procedures or UNIX shell scripts.
• associate users or groups of users with specific actions or output types.
• automate schedules for delivering standard reports.
• create specifications via simple if/then constructs.
• integrate with a variety of devices so notifications can be made via e-mail, fax, beeper, etc.

RemoteTEAM

RemoteTEAM is the Scopus module for remote access to the Scopus system via e-mail. Using RemoteTEAM, the functionality of Scopus applications can be extended to remote sites, end-user customers, or business partners.

RemoteTEAM consists of three components:

• a client GUI where you specify the data you wish to submit or retrieve from the database.
• a server to manage the flow to data and messages.
• an application manager to generate password, ASCII files, etc.

RemoteTEAM can be used in a variety of ways. For example, when used with SupportTEAM, RemoteTEAM can link customers directly to the vendor's problem resolution database to submit problems, or even query the database for a possible resolution. RemoteTEAM automatically notifies the sender that the inquiry was received, assigns the request to a queue or resource based on the Workflow Automation process rules that are in force, and delivers the results of the request to the customer on the remote desktop. When used with SalesTEAM, RemoteTEAM assists channel partners in providing an automatic 24-hour a day sales support mechanism. Information regarding pending orders, leads and competitive can be easily shared with business partners.

TeleTEAM

In high volume call center environments, integration between computer and telephony systems is critical. Scopus has developed the TeleTEAM module to address this need. TeleTEAM is designed to support both inbound and outbound telephony services (e.g. ANI and DNIS) and systems (e.g. PBXs, ACDs, IVRs and predictive dialers). The primary goals of this module are to improve call center productivity and thus increase both customer satisfaction and call center performance. For example, through an integration with IVR and ACD systems, TeleTEAM supports the synchronization of incoming calls with screen information about the caller. This capability, known as "screen popping", eliminates the need to search database records for caller information. Using TeleTEAM, these screen pops can be transferred to or shared with other appropriate systems users. This is especially useful when more than one person needs to assist a customer on a call. TeleTEAM also provides a "soft phone" feature that allows users to make calls directly from their desktop, without the need to use a telephone keypad. TeleTEAM allows the call center representative to answer calls intelligently and respond to caller requests more quickly.