With Magellan, you can access data from multiple databases and host systems, and you
can view all your data, whatever its origin, through a single graphical user interface.
Such a unified presentation of disparate information provides, to apply Melita’s
terminology, a Single System Image View.
Further, the latest version of Magellan offers several enhancements. For
example, it supports multiple host sessions, extends open database connectivity, and
provides a GUI-style development tool. This development tool, which is similar to a
graphical-type application generator, lets you add radio buttons, check boxes, combo
boxes, entry fields, toggle buttons, labels, and advanced function buttons.
Magellan’s information access and display attributes, plus the
application development options, make this product particularly useful in the call center.
For example, call center agents can become more effective with Magellan’s support of
transparent, real-time access to enterprise-wide customer and product information. In
addition, the development tool will allow you add enhancements that will keep agents
focused on their interactions with customers. Magellan may be configured for the inbound,
outbound, and blended call center markets, across multiple industries, including
telemarketing and collections.
INSTALLATION/DOCUMENTATION
Installation was simply a matter of feeding our computer a few
diskettes. We encountered no difficulties. The printed documentation was very good, as was
the online help, which quite overcame its unprepossessing appearance. The online help
featured an embedded PowerPoint-style program to acquaint the user with Magellan, a
tutorial on creating applications, as well as a sample GUI application in the help screen,
which the user may click on to get more details on selected screen elements.
FEATURES
Supports simultaneous multiple host sessions on multiple hosts (such as IBM 3090s and
AS400s).
Complies with Open Database Connectivity (ODBC).
Supports the use of stored procedures, views, system tables, aliases, and synonyms.
(Magellan can reuse business logic from existing customer applications.)
Provides for snap-to-grid alignment and sizing selections for all screen objects
(Windows controls or widgets).
Includes a quick-start application and screen templates.
Allows users to copy and paste among applications and templates.
Lets developers open multiple applications simultaneously within the application
builder.
Extends call management system integration functionality within the Magellan
application. (For example, "action when new call record received" facilitates
inbound screen pops.)
Makes embedded actions available to radio buttons, thereby reducing agent keystrokes for
many of the Windows controls.
Offers logical branching and scripting capabilities.
Combines data and retrieves it in real-time.
Captures complete host screens or selected fields.
Provides computer-telephony integration (CTI) with electronic phone applications.
OPERATIONAL TESTING
Magellan provides a point-and-click, drag-and-drop application
development environment that allows you to quickly and easily implement and update agent
scripts as well as access and change data within multiple databases. It lets you access
multiple data sources and capture, edit, add, and update information to multiple data
sources simultaneously.
Creating A Test Application
We designed a simple application to access a test database. We
added some radio buttons, labels, and execute (action) buttons. We also introduced
conditional statements, which performed certain actions depending on user input and/or the
value of a certain piece of data (variable) within the test database. To access the
widgets, we could rely on the menu screen or take advantage of the icons on the toolbar.
Setting the properties for the widgets was quite simple. All we had to do was right-click
on an object. A pop-up screen would appear, giving us the option of selecting certain
actions and setting various parameters. For instance, a right-click on a button brought up
the display shown in Figure 12.
Running A Test Application
To test our application, we subjected it to the
Magellan Simulator, which simulates incoming calls (or even an ACD, if that is called
for). The program we designed executed on the first try. We clicked on the Logon button to
connect to the Magellan Simulator, which is equivalent to a real-world system where you
would logon to an ACD. Next, we clicked on Go Avail to let the program know we were
available for an incoming call. Once we did so, a call record popped on the screen with
the customer name and other information pulled from the test database. Success!
To end the call, we simply clicked on End Call. Then, another call record
automatically popped-up. (The Magellan Simulator had sent us another call.) We tried to
exit the program regardless, but the program warned us that we couldn’t exit without
ending the call first. We also had to click on the Go button before clicking on End Call,
or else we would have received another call, with the corresponding record appearing on
our screen. Thus, after going "unavailable" and taking care of the current
customer, we then clicked on End Call. Finally, we clicked on Logout, which allowed us to
exit the application.
In our first attempt to exit the program, we stumbled across a critical feature. That
is, the program insists that someone taking a call must wrap up before closing out. Such a
feature is particularly important in a call center, where it can ensure that an agent is
logged on and accepting calls. If an agent isn’t active, the call center manager will
know it immediately.
Overall, we were very impressed at how quickly we were able to create applications.
While they may have seemed simple, these applications were really quite sophisticated, in
that they allowed us to connect to multiple data sources and display the information on a
centralized, unified interface.
ROOM FOR IMPROVEMENT
Much of the application allows you to drag-and-drop items.
However, there is one place within the program where we noticed you cannot drag-and-drop
fields. In the Call Record Display Editor, once a field is placed, it is very difficult to
move it. You must select the item within the selection window, and then you click on one
of the square boxes (a grid of squares) to determine where the field is placed.
Other usability issues: the lack of an "undo"
feature; a delete key that doesn’t delete screen items (to delete a label, or a combo
box, for example, you must use the menu delete option or the scissors icon); no recourse
to the key-board shortcuts CTRL-X and CTRL-V (instead, you need to access cut-and-paste
functionality via icons or menu options).
CONCLUSION
With Magellan, call center agents can focus on customer
interactions, instead of switching between host screens or separate applications. Also,
agents don’t have to memorize complex keystroke sequences for retrieving data, or for
cutting and pasting data between applications. Magellan can handle these tasks
automatically.
By using Magellan, an agent can also complete more calls in
less time, resulting in fewer callbacks and abandoned calls. Magellan brings to call
center agents a common user interface, regardless of whether the agent is working within a
Melita call management system or within a call blended environment.
In addition, Magellan can be used in a standalone environment,
where integrating separate databases into one integrated GUI is essential to efficient
workflow, such as call handling or customer interaction. Using Magellan also allows script
changes to be made easily and quickly. Thus, Magellan can make call centers more
responsive to changing markets or customer demands.
If your company, like many other companies, maintains separate
databases for accounting, customer service, inventory, shipping status, etc., using
Magellan will allow you to easily find important information about a customer without
having to open or switch to several different applications. With its extensive database
connectivity, user-friendly GUI development tool, and ability to integrate disparate
data-bases into one screen, Magellan is sure to benefit general businesses as well as call
centers. |
Internet Telephony Magazine
Click here to read latest issue
CUSTOMER 
Cloud Computing Magazine
Click here to read latest issue
IoT EVOLUTION MAGAZINE
