ApproachIT's proprietary VIMLA™ [ Voice Interaction Modelling and Logging Assistant ] platform
VIMLA™ Platform enables the rapid development of plug-n-play custom call centre Integration products and solutions that are cost effective, easily manageable and bring value to call centre staff and customers.
It has following core components:
- Business Units
- Adapters
- Events
- Message Bus
- Integration Tools
- Notifications
Business Units: Business Units constitute any existing Call Center products or corporate IT applications or solutions that call center benefit from. Common Call Centre Business Units include IVR, Routing n Queuing, Agent Distribution, Call Handling, Work Force Management, Agent Monitoring and Corporate IT Units include Services like Data, Mainframe, Web services, Network etc.
Adapters: Various Business units communicate with each other and communicate with VIMLTM core engine using Adapters. Adapters hold the connection information for the various units and execute events and act on notifications. Frame work includes standard adapters; for connecting to call centre business units : IVR, VRU, WFM, CTIOS, Agent Queuing, Agent Monitoring and IT core business units including Data Services (Database-Active Directory), Web Services, Main Frame and Network.
Events: Various Business Units communicate with the products built on VIMLA™ platform by executing a set of predefined events. Events are identified by type and tied to a business unit. Platform includes standard event handlers that can send back responses synchronously or asynchronously (when certain criteria are met using notifications). Custom events can be defined for a Business Unit by using VIMLA™ integration tool set, Event Builder software.
Message Bus: Message Bus holds the messages that are consumed by plug-n-play products and VIMLA™ integration tools. Custom Products or Scheduler Tool will register themselves as message publishers or consumers to the Message Bus through adapters. Messages stay on Message Bus, until they are acted upon by the right custom product or service. Messages are grouped by Priority, Target and Filter.
Integration Tools: Framework provides rich set of Integration tools for Configuration and Management of Adapters, Scheduler for executing events, Event Builder for building custom events, Audio Formatter for generating audio in particular format, Rules Engine for Data Conversions, Notification Services for Email , Web Portal, Windows Popup and SMS.
Notifications: Custom products react to Notifications generated by scheduler or adapters and communicate it to the end user or Business Units. Standard Notifications that are supported by the framework are “EMAIL”, “WINDOWS POPUP”, “WEB PORTAL”, “SMS Cell Phone”, ”Inline Message”.
