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| Functional description - Dialog server |
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| The Million Handshakes product suite offers a unique collaboration between customers and customer service representatives when using different communication channels and data from multiple systems. The communication with the customer is defined through customer processes in a way which is appropriate for each individual customer.
Below you can see an illustration of how Dialog Server - the core engine of the Million Handshakes product suite - controls the communication based on the customer process definition.
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Dialog Server and customer processes
Dialog Server is the core component of the Million Handshakes product suite and ensures correct customer process behavior. Dialog Server sends information to the customers (through mail, e-mail or SMS), handles customer responses (e.g. questionnaires), notifies the customer service representatives when different events occur, generates reports etc. All this happens automatically, either controlled by time or by events in the system, but it can also be controlled manually if required.
The customer processes must be defined, so the Dialog Server knows which tasks to perform. This is done in a graphical design tool called Dialog Designer. Click on the link below to learn more.
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Front Office - customer communication
The Million Handshakes product suite contains multiple functions to communicate with the customer.
Message Designer is a tool for designing templates for physical mail, e-mail and SMS and is used to send information to the customers. Click on the link below to learn more.
In many customer processes you need to obtain information from a customer. This is often best accomplished by asking the customer a set of structured questions. The Million Handshakes product suite contains a questionnaire component which fulfills this need. The component is called Questionnaire Designer. By using Questionnaire Designer you can define questionnaires and make these available on the Internet. Click on the link below to learn more.
The Million Handshakes product suite also contains a component where the customers can update their personal information. This component, called Customer Web Access, contains a user friendly web interface often referred to as "My account" or "My page". Click on the link below to learn more.
The customer service representative often needs to work with customer data. In the Million Handshakes product suite, this is done in the Customer View component. This component enables the customer service representative to view and search customer data, including all activities, customer history, customer communication etc. Click on the link below to learn more.
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Back Office - integration and databases
The Million Handshakes product suite is designed to integrate easily with other systems. You can configure it to work with present customer databases or with a database supplied by Million Handshakes. The system also supports integration with other types of systems, through Web Services or APIs. Click on the link below to learn more.
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Reporting services
Million Handshakes has its own component to create reports. This component contains a graphical report designer and a web interface for publishing finished reports. The reports can also be distributed by e-mail. Click on the link below to learn more.
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