Symon Enterprise Server (SES)
Readerboards are among the most reliable systems for communicating with groups of agents or an entire center. When there's something agents must know about right away, readerboards are the perfect tools to help convey it using a palette of colors, fonts, graphics and even sounds.
Yet for the past few years, vendors have mostly emphasized new software that works with or complements their readerboards. Over time, this software has begun to morph into a new kind of middleware. One of the first examples of this is Symon Enterprise Server (SES) from Symon (Plano, TX).
The software comes in three variants. Series I, true to its readerboard roots, lets you project information from a single data source, such as an ACD, onto an unlimited number of physical electronic displays from Symon. SES Series I also allows you to send information to unlimited instances of DeskView, Symon's real-time reporting and messaging software for agents.
With Series II, SES enables you to define rules that entail more complexity beyond the thresholds you normally set up with data you present on readerboards. If your call center determines where to direct calls based on information customers enter from your IVR system, SES Series II can act as a repository for that information as it traverses your network.
Network automation is gaining momentum. Here's how you can drive this powerful technology to its full potential.
Subsea cable alternatives can provide a level of comfort for those concerned about disruptions. Realistically, they will continue to play a small, but critical role in the short term.
Maintaining existing network infrastructures often incurs huge technical debt before newer technologies are adopted over time.
