RiverStar Studio

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RiverStar Studio™ For the Customer 

RiverStar Studio provides business level users with the ability to design

Process-centric customer dialogs result in intelligent interactions



powerful, process-based customer interactions. Studio allows you to

and increased customer

develop, deploy, manage, and glue together your customer ecosystem in

satisfaction.

the way that enables you to deliver outstanding customer experiences.

Personalized experiences lead to increased loyalty.

The diagram below illustrates the key components of RiverStar Studio™

For the Agent 

Agent call handle time is reduced by 10%.



Agent training time is reduced by more than 50%.



Generates pure thin client applications that do not require anything to be loaded on the agent desktop.



Improves compliance and adherence by aligning customer processes with rules and regulations.



Agents navigate one unified

 Drag and Drop UI Designer – The User Interface Designer is a

agent desktop, eliminating the need to access multiple

flexible, drag and drop tool that allows even business users to define

applications.

new processes and capture information relevant to the interaction. Anyone with the right security privileges can easily create new entry

For the Company 



Optimized customer processes

screens and workflows with standard formatting and field type

increase First Call Resolution by

validations automatically included. Typically, each step in the process

25%.

has some user interface design that includes static content and

Project implementation costs are typically 80% less than in house development.



database fields. Users can set up even the most complex web-based UI interactions in secure segregated development environments with

Project implementation times are

simple upgrade capability into production. Whole processes can be

typically 40% shorter than in

defined and deployed in as little as 20 minutes.

house development. 

Avoid rip and replace implementations.



You design the customer

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 Dynamic Page Content Editor – Best practices

 Graphical Workflow Designer – From

in scripting and agent dialogue emerge all the

Convergys, Terminix, EA Activision, to McKesson,

time in a well-run call center. The last thing you

our Graphical Workflow Designer is allowing

need is a long, involved IT change cycle to

businesses to quickly define or modify customer-

change simple verbiage. With RiverStar Studio,

centric processes, thereby optimizing agent

clients can pursue one of two strategies to

productivity. A simple drag and drop interface

maintain page content, quickly, safely and cost

allows even business users to define flows, pop

effectively:

up screens and create alternate path logic, easily



integrating with CTI environments and making

Password-Enable Page Content Editor some clients choose the password enable just the page content editor for appropriate

best practices the standard. New processes can be deployed in days or weeks, not months.

team lead or management positions. This strategy gives businesses needed flexibility,

At each step along the way, all of the clicks and

without creating undue risk. Standardized

timings are captured, so businesses have

content for best practices can be easily

detailed, consistent, productivity information to

changed and placed into production without

identify best practices, escalate issues, or identify

IT our outside consultant help. This

patterns that suggest process improvements are

dramatically reduces costs, decreases

needed.

training time, and enhances business flexibility. Because we integrate tightly with all CTI 

Leverage Page Content Tables – Some

environments, we are able to establish consistent

businesses are changing and adapting

dialogue and best practices across inbound and

content and best practices across many

outbound voice, live chat, email and self-service

teams, processes and channels, and they

channels. And, all CTI data can typically be

benefit from centralizing agent dialogue in a

captured in our database, providing a complete,

database. If your business is changing

detailed, end-to-end transaction view.

content frequently, even daily, and you’d like to make content objects re-useable across channels and applications, you can easily create content tables and simply drag and drop those fields onto screens with the Drag and Drop UI Designer.

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1-800-945-6399 RiverStar.com 20 DANADA SQUARE WEST, SUITE 260 WHEATON, ILLINOIS 60189 Copyright 2012 RiverStar. All Rights Reserved

All of these typical complexities can be handled in one simple work flow, 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.  Flexible 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:

In this way, one tool can enable productivity across the enterprise, maximizing the skills of all resources to change, adapt, and optimize.



Branch to Troubleshooting Workflow



Set name = “Jason”

systems and applications in a matter of minutes



Execute Action Lookup Zip Code

allowing you to avoid rip-and-replace projects

 The Automated Integration Wizard connects

for current infrastructure or systems. Three Users simply select field names that have been created through the UI Designer and use them to

core capabilities are at the heart of this revolutionary tool:

construct through point and click logical processing that can be as simple as if-then-else and as robust

 Templated Interfaces– RiverStar has pre-

as nested processing logic that IT professionals

defined interfaces to Sugar CRM, Microsoft

might create for the most sophisticated

Dynamics CRM, and RightNow. Each of

applications.

these interfaces is maintained, so current releases are supported. Unique

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 objected-oriented techniques simple and easy to use for end users, without constraining IT developers from more complex logic and sophistication.

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 dropdown menus how you’d like to interact with these systems.

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

New Interface Wizard – Typically, 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

 Drag & Drop Report Designer – 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.

being interfaced to and automatically generate appropriate interface language.

RiverStar Studio helps you solve that problem with our Drag and Drop Report Designer. The report

We support the following standard externally defined interface protocols:

designer allows business analysts to create reports that cover the full scope of information repositories – CRM, ERP, IVR, Order Management, and more.

. Web services

Business logic, integrations, and data objects are all available for reporting. Reports can also be created

i. XML

as part of a standard process flow diagram within

ii. eMail

Studio. Scheduled or refreshed reports can be used iii. File transfer. 

by managers to keep a finger on the pulse of the

Object Packaging Wizard – Sometimes,

operation or to do root cause analysis. Quickly

legacy environments contain systems that

diagnose problems in a process or customer base

have not been converted to objects that are

to enable fast-acting corrective actions – improve

properly exposed for interfacing. In these

an agent process or identify an opportunity to

cases, more standard programming

improve FCR, AHT, and other key metrics.

techniques (like Java or C++) are used to create re-usable interface modules that

In minutes, users can define new reports, change

packaged as objects, available throughout

selection criteria, specify ranges of values to appear

the RiverStar Studio environment. In this

or change sort sequences. With the availability of

way, one set of interface objects can be

simple graphic objects, you can reveal information

created and reused across all processes,

in bar charts, pie charts and time series. From

regardless of department, channel or

simple reports to complex ad hoc analysis, the

language.

RiverStar Report Designer tool gives you the insights you need to optimize your customer processes.

1-800-945-6399 RiverStar.com 20 DANADA SQUARE WEST, SUITE 260 WHEATON, ILLINOIS 60189 Copyright 2012 RiverStar. All Rights Reserved