Development and Integration
No Programming Skills Required
No Programming Skills Required
RiverStar Studio is an application development tool used to create the foundation of your organization’s Unified Agent Desktop. With Studio, there are no development skills required to implement new business applications. An intuitive development platform allows you to create custom workflows or scripts for your call center agents. Integrate enterprise business systems to support key business processes that deliver an outstanding experience for your customers.
Here are the essentials:
Create Custom Call Scripts – Using drag and drop functionality, build scripts and deliver the right information to the customer at the right time in the process.
Visual Workflows – Build, automate, and deploy process-driven customer workflows.
Business Integration – Reduce confusion and complexity by integrating existing business systems with RiverStar Studio and avoid having to access multiple systems to complete the workflow.
Unified Desktop – Implement a unified agent desktop that consolidates all of your other systems behind the scenes using Studio’s integration capability.
Custom Business Apps – Design and develop comprehensive end-to-end business processes to support critical business functions, such as sales, returns, lead generation, application processing and more. Design and Implement Business Processes – Align business processes with customer processes and desired results.
Contact us today to learn how our clients are using RiverStar Solutions to support business functions in technology, customer service, operations and more.
Here are some of the key features of our flagship product, RiverStar Studio:
User Interface Designer
The User Interface Designer is a flexible, drag and drop tool that allows business users to define new processes and capture information relevant to the interaction. Anyone with the right security/access privileges can easily create new entry screens and workflows with standard formatting and field type validations automatically included. Typically, each step in the process has a user interface design that includes static content and database fields. Users can set up complex web-based UI interactions in a secure, segregated development environment, with a simple upload process to push changes into production. Whole customer processes can be defined and deployed in a matter of hours.
Best practices in scripting and agent dialogue emerge all the time in a well-run call center. The last thing you need is a long, involved IT change cycle to change simple components. With RiverStar Studio, clients can pursue two potential strategies to maintain page content, quickly, safely and cost-effectively:
Our Graphical Workflow Designer is allowing businesses to quickly define or modify customer-centric processes, thereby optimizing agent productivity. A simple drag and drop interface allows business-level users to define flows, pop-up screens and create alternate path logic, easily integrating with CTI environments and making best practices the standard. New
processes can be deployed in days not weeks, or months.
At each step along the way, all of the clicks and timings can be captured, so businesses have detailed, consistent, productivity information to identify best practices, escalate issues, or identify patterns that suggest process improvements are needed.
Because we integrate tightly with all CTI environments, we are able to establish consistent dialog and best practices across inbound and outbound voice, live chat, email and self-service channels. And, all CTI data can typically be captured in our database, providing a complete, detailed, end-to-end transaction view.
All of the typical complexities can be handled in one simple workflow that can be replicated across channels, ensuring that we optimize results consistently across all channels. Operating executives can now choose and deploy optimal operating models without facing constraints of back-end systems or front-end telephony / internet environments.
Business Logic Editor
The RiverStar Business Logic Editor allows users to simply state business logic for a given processing step simply by selecting standard English language constructs for discussing processing logic like:
Users simply select field names that have been created through the UI Designer and use point and click controls in the Designer to construct simple or complex business logic that can be as simple as ‘if-then-else’ and as robust as nested processing logic that IT professionals might create for the most sophisticated applications.
One interface to create any processing objects. All processing objects are re-usable, so business logic created for one purpose can be easily re-used in different workflows by merely dragging it onto a workflow diagram. RiverStar makes the power and productivity of object oriented techniques simple and easy to use for all users, while providing robust capabilities for IT developers from to create more complex and sophisticated business logic.
In this way, one tool can enable productivity across the enterprise, maximizing the skills of all resources to change, adapt, and optimize.
The Automated Integration Wizard connects systems and applications in a matter of minutes allowing you to avoid rip-and-replace projects for current infrastructure or systems. Three core capabilities are at the heart of this revolutionary tool:
Templated Interfaces– RiverStar has predefined interfaces to SugarCRM, Microsoft Dynamics CRM, and RightNow Technologies. Each of these interfaces is maintained, so current releases are supported. Unique customizations can easily be supported by using the templated interface as a starting point and modifying the common objects for re-use throughout your business processes.
To use a templated interface, you simply follow the wizard and choose from our drop-down menus how you’d like to interact with these systems.
New interfaces are built within the UI, Workflow and Business Logic editors in order to allow these objects to communicate with required interfaces. In this approach, RiverStar Studio automatically can discover how to interface with any system with a database connection or an accessible API. As a user seeks to define a new variable from a new system, the external interface wizard will read the service being interfaced to and automatically generate the appropriate interface language.
We support the following standard externally defined interface protocols:
Object Packaging Wizard
Sometimes legacy environments contain systems that have not been converted to objects that are properly exposed for interfacing. In these cases, more standard programming techniques (like Java or C++) are used to create reusable interface modules that are packaged as objects, available throughout the RiverStar Studio environment. In this way, one set of interface objects can be created and reused across all processes, regardless of department, channel or language.
You get what you inspect, not what you expect. So, how do you optimize customer service if you can’t inspect the whole process? Unfortunately, many companies today suffer from a lack of contact center insights
due to fractured management reporting. The IVR/CTI information is in one set of reports, the CRM data in another set of reports. Managers lose sight of the clicks, extra steps, and the timing of activities across the entire process.
RiverStar Studio helps you solve that problem with our Drag and Drop Report Designer. The report designer allows business analysts to create reports that cover the full scope of information repositories – CRM, ERP, IVR, Order Management, and more. Business logic, integrations, and data objects are all available for reporting. Reports can also be created as part of a standard process flow diagram within Studio. Scheduled or refreshed reports can be used by managers to keep a finger on the pulse of the operation or to do root cause analysis. Quickly diagnose problems in a process or customer base to enable fast-acting corrective actions – improve an agent process or identify an opportunity to improve FCR, AHT, and other key metrics.
In minutes, users can define new reports, change selection criteria, specify ranges of values to appear or change sort sequences. With the availability of simple graphic objects, you can reveal information in tables, bar charts, pie charts or line charts and time series. From simple reports to complex ad hoc analysis, the RiverStar Report Designer tool gives you the insights you need to optimize your customer processes.