www.vocalcom.com version 1.0june 11th 2013 virtual contact center in the cloud cloud contact center...

17
www.vocalcom.com Version 1.0 June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

Upload: emerald-reed

Post on 28-Dec-2015

217 views

Category:

Documents


1 download

TRANSCRIPT

Page 1: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

Version 1.0 June 11th 2013

VIRTUAL CONTACT CENTER in the Cloud

Cloud Contact Center

Global Infrastructure for Aditya Birla Minacs

Page 2: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

Hermes.NET Architecture

2

Below the Hermes.NET global architecture, to understand the communication and workflow between each components:CTIAdministration ApplicationsMedia ManagementSupervision / ReportingAgents

The different proposal studied offers all features, including IVR, recording (voice and video) multimedia platform, multitenant.

Page 3: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

Hermes.NET Architecture

3

Page 4: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

Workflow Scheme

4

Page 5: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

Global Cloud Contact Center

Global Reach– European and American

data centers

Local and regional redundancy– Ireland & London– United States– Brazil

Page 6: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

Technical Architecture Full Cloud

6

Page 7: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

Full Cloud

7

- All benefits from the Cloud architecture- T1/E1 or Sip truncks from telecom providers

are located in the Datacenter.- Agents can use either softphone or Ip

Phones, registered on the SBC- Amazon Instances can be deployed on

different continents, in order to desserve all sites all over the world.

Page 8: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

High Availability Cloud Contact Center

Elastic Cloud Contact Center Regions and Instances

– Three key regions, North America, Ireland, (London) and Brazil

– Minimum two instances, (Availability Zones) per region running Vocalcom Cloud Contact Centre technology

8

– Active / Active Instances launched in separate AZ’s protected apps from failures

– Voice technology connected to the AWS infrastructure using low latency high speed dedicated fiber connection, (AWS Direct Connect).

activeready

Page 9: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

High Availability Cloud Contact Center

Key features

High availability end user internet routing 100% SLA

Elastic compute capacity, with fast instance replacement and predictability 99.95% availability

Elastic load balancing across multiple instances, combined with auto-scaling to ensure enough instances to balance

End to end privacy and security

AWS PCI Compliance certified

Multi-AZ deployed Oracle DBS with built-in automated fail-over.

9

Page 10: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

Cost Efficient Voice

Local call costs anywhere in the world– ALWAYS local fixed and mobile cost– Inbound on SIP Softphone calls are FREE– Outbound on SIP Softphone is local, very efficient call rates– Other telephony devices LOCAL inbound call cost to connect to

device

Support for non-geographical numbers– Point at our DID ranges, simple and cost effective

Port existing DID ranges if preferred– Benefit from exception call rates, save call costs– Global agreements for 64 countries across the world

10

Page 11: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

High Availability Voice

Keep-alive technology– Automatic gateway switching– Call context synchronization, active calls unaffected during a switchover

Hitless software upgrades– Can upgrade SBC firmware without disturbing current calls

High capacity and scalability– Upto 10,000 agents supported on a single gateway

Designed for PCI Compliance

Multi-point voice redundancy– 1+1 redundancy scheme– Dual protocol, ports, blades, gateways,

geographies

Page 12: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

Voice Quality

Management, security and control– QoE in-depth analytics and SLA reporting– Intrusion and fraud detection tools– Secure registration process– Voice quality fully monitored– Bandwidth utilization reviews– Alerts

Precognitive innovation– Live correction of problems before they

occur– Pin-point QoE health across entire network

On-Net – “Connected”– VoIP technology and gateways– App and DB servers same backbone

Page 13: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

SEM

Data Center

Customers sites

Remote Worker/WAHA

PC SIPClient

Wi-FiHome-spot

ITSP2

EMS-SEM

QoE CDR

QoE CDR

OnNet

Customers sites

Internet

ITSP 1

Customers sites

Mediant4000E-SBC

Voice Quality

Live call data recording Quality of Experience management

Page 14: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

SecurityFirewall and Access

ControlEncryption

Topology HidingDenial of Service

protectionCall Theft and Fraud

protection

Connectivity

InteroperabilitySIP Normalization

DTMF ConversionProtocol/Coder PolicingFax &Voice Transcoding

NAT Traversal

QoESurvivability

Call Admission Control

QoS Monitoring and Troubleshooting

Voice Service Assurance

Session Border Controller

Voice Technology Innovation

Mediant4000E-SBC

Page 15: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

Compliant – PCI Secure IVR

15

PSTN

www

Agent requests card details from caller

1

Caller enters credit card digits by keypad2

Touch tone digits removed3

Agent cannot hear the touch tone digits but can hear the caller

4

Payment service provider5

Merchant payment

6

Page 16: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

PCI Compliance / Key Security Technology

Encryption– Communication streams and signal messaging encrypted

SRTP for media stream encryption (RFC 4568 SDES voice and video) TLS Security signal messaging encryption

Network Privacy (topology hiding)– Advanced security applied at each ‘leg’ in communication– Dynamic restrictions on ‘untrusted’ legs

Protection against DOS/SIP attacks– Rich message filtering rules: message size, number of headers,

message body types, request type and more– Access lists, concurrent calls, layer 3 and SIP Dialog rate limiting

Page 17: Www.vocalcom.com Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

ww

w.v

oca

lcom

.com

ww

w.v

oca

lcom

.com

Vocalcom Cloud Infrastructure Benefits

Fully redundant

High capacity and easy scalability

Advanced, reliable and secure

Environmental control, fire detection / suppression and multi-layer physical security systems

Ultra-low latency

Backbone for world leading cloud

Uptime 99.95%

Advanced and dedicated managed 24x7x365