What is it?
The Scalable Communications Framework offers our customers advanced administrative tools and functionality for institutions with one communications platform or multiple platforms spanning multiple departments, schools, or campuses. This framework also supports institutions that simply want more management and insight.
Scalable Communications Framework offers clients:
Advanced Administrative Tools
Roles - Assign roles to determine the level of permissions for your users
Permissions - Configure and customize permissions based on the user’s platform and office associations
Platform Configuration - Configure platform settings such as behaviors and look and feel on a per-office/department basis
Staging Libraries - Control library and category exposure while editing content
Integrations -integrate with your SIS, CRM, and other third-party software to share data and provide students, staff, alums, and others with personalized answers.
Management
Content Sharing - Manage and share Ocelot AI Chatbot knowledge base content for multiple chatbots in one centralized location.
Content Locking - Lock chatbot knowledge base content so standard users cannot edit content
Multibot Live Chat Conversation Management - Live Chat agents can operate in the parent chatbot and manage conversations originating from child chatbots and the parent chatbot
Clarifying Questions - Create custom questions to clarify an answer where there might be overlapping content that has multiple possible answers
Insight
Multibot/By Office Analytics - Provides a consolidated view of platform analytics for multiple offices and platforms with the ability to filter data
Multibot/By Office Transcripts - Provides a consolidated view of AI chatbot, live chat, and text conversations with the ability to filter and export transcripts for multiple offices and platforms
Multibot/By Office Interactions - Provides a consolidated view for reviewing individual messages with your chatbots to identify areas for improvement with the ability to filter for multiple offices and chatbots.
Who does this benefit?
The benefit of the framework is that it is flexible and promotes scalability, meaning these tools make it easier to expand the use of the Ocelot platform across the institution, better meeting everyone’s needs. Each functional area can select the tools and features that will benefit them. The chart below identifies four common platform structures and use cases for each structure option.
Which Scalable Communications Framework features apply to each platform structure?
There are many features as part of the Scalable Communications Framework. Not all features will be relevant to all clients. The below chart outlines which features can be leveraged by each of the four different platform structures.
Customer problems, key features, & benefits
Each of these features solves different specific customer problems. Here is a breakdown of each problem, which features solve these issues, and the benefits of each.
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