SmartPoint Architecture & Features
SmartPoint delivers information as SmartParts. These are little widgets or windows of information that you can build and then decide when they appear. Created by you using the easy to follow Control Centre, they act in a similar way to Microsoft Windows Gadgets. However, the important difference is that SmartParts appear only when they need to because SmartPoint is able to sense the particular task being carried out by a Sales Agent or Call Centre Advisor.
Typically, SmartParts retrieve and show data. However, SmartParts can also be used to alert the user to significant issues, provide call prompts or scripts, capture new information or provide graphical reports. They can even be mini applications to handle simple but time consuming tasks like parcel tracking enquires on courier websites.
- Information Display
SmartPoint uses a simple dashboard to display contextual information neatly on the user desktop. A dashboard may be a:
Task sidebar – Sitting to the side of the desktop, the content changes in relation to the specific task being carried out by the user.
Performance dashboard – Available on request by the user as a reports dashboard, summarising information from multiple sources with the opportunity to filter and refine search results.
Embedded using Active-X – Sitting within an existing application interface, content is delivered using an Active-X control.
When information is delivered in this way the user requires no new training and saves time by not searching other systems. They gain more control over the information available and can spend time working with your customers to help or sell more.
- Right information at the Right time - Active Intelligence
SmartPoint uses our own unique technology called Active Intelligence to react to what the Sales Agent or Call Centre Advisor is doing. By sensing the task being carried out, pre-determined information (SmartParts) are delivered to the desktop.
For example, if a sales person is on the phone to a customer and preparing a quotation in the sales system, SmartPoint recognises the customer and product and immediately delivers additional information that will be valuable. This might include prices recently quoted to the customer for this product, a data sheet, answers to any frequently asked questions and complementary products.
Similarly, a credit controller dealing with customers who are over their credit limit could receive ‘credit alerts’ from an external credit monitoring agency in the context of the particular customer account they are reviewing. The information displayed is determined both by the role of the person using the system (i.e. credit controller) but also the specific context (i.e. customer) in which they are operating at any particular moment.
With Active Intelligence, the information presented by SmartPoint will always be directly relevant to that task.
- Data Sources
The information that SmartPoint displays can include a wide range of content types from any number of different data sources including:
- Other software applications (e.g. ERP, CRM, Finance etc)
- Document management systems
- Microsoft Office documents on local and central servers
- E-mail Image, video and audio libraries
- Content management systems
- Information published via web services as part of a Service Orientated Architecture (SOA)
- Business intelligence systems
- Data warehouses
SmartPoint utilises the IBM Websphere Application Server at its foundation to ensure the very best availability and security of information. Websphere Application Server V7 provides industry leading connectivity and a flexible platform for the creation and delivery of SmartParts.
- Control Centre
SmartPoint is set up and managed using the Control Centre. Within a few hours of installation, SmartPoint can be delivering information around the organisation. The Control Centre manages all aspects of SmartPoint including:
- Usernames and roles
- Data Sources
- Dashboard and Part
- Dashboard deployment
- Context definition
- Information selection