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Cloud Communication

Cloud Communication. Company ID. Founded: 2011 Company Size: 30 Employees Type: Private Held Location: Tel Aviv, Israel Clients: Over 1,000 Business organizations. About Voicenter.

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Cloud Communication

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  1. Cloud Communication

  2. Company ID Founded: 2011 Company Size: 30 Employees Type: Private Held Location: Tel Aviv, Israel Clients: Over 1,000 Business organizations

  3. About Voicenter Voicenter was establish at 2011 as the leader unit of Shtrudel Group, that provide Cloud Communication services to the business sector. Voicenter is the pioneer cloud communication solution in the Israeli Telecom industry. Voicenter services are based on Starkey technology, which is company property, and our R&D team is leading the system development collaborating with our clients and their needs.

  4. The Technology - Starkey Management of external telephonic PBX from a central information system

  5. The Technology - Starkey Voicenter Cloud is based on Starkey technology which is company property and was developed in-house. Starkey is an A-Z solution to Telecom operators world-wide, and we develops VoIP services and technologies that simplify and enhance business communication through Voice, Video, Conferencing, Instant Messaging and Contact Centers. The technology offers a wide range of advanced features over the Cloud, focusing on clients' needs and improving daily communication worldwide.

  6. The Technology - structure

  7. Our Clients > 1,000

  8. Voicenter Cloud – Infrastructure Overview

  9. VoicenterCloud Structure 1 2 3 Voicenter Public Cloud Voicenter Hybrid Cloud Voicneter Private Cloud

  10. 1 Voicenter Public Cloud The Voicenter smart PBX solution comes as a Cloud based topology, using the internet network. Voicenter Cloud allows you to connect branches, at-home workers and distant staffs to your corporate PBX from all over the world and to enjoy free internal calls between all the workers of your business. Voicenter Cloud does not limit the number of concurrent calls, does not charge for channels and never sends a busy signal when making a call to the organization.

  11. 1 Voicenter Public Cloud - The Infrastructure Europe Asia USA Israel Australia Each branch or employee registers to the Voicenter Cloud independently and automatically, by the closest and most available data center and thus does not have to connect to one central office.

  12. 2 VoicenterHybrid Cloud • Voicenter Hybrid Cloud Solution gives you the ability to combine between On-premises and Public Cloud PBX, and enjoy from the benefits of multiple deployment models, focusing on your business needs, any time, any place. • Voicenter Hybrid Cloud provides you the flexibility of in house applications with and scalability of cloud based services, and by that you can reduce your costs and your IT resources, with the benefits of using the Voicenter Public Cloud as your DRP.

  13. 3 VoicenterPrivate Cloud Voicenter Private Cloud Solution gives you all the advantages of cloud technology – improving organizational communication, providing effective unified communication and optimizing the use of organization resources. • With Voicenter Private Cloud you can enjoying full control and flexibility for business needs, and the Voicenter Public Cloud is at your service as a DR solution and as a gateway to your Private Cloud, saving costs and resources.

  14. VoicenterConnect Bring Your Own PBX. We will connect it to the Cloud. Voicenter Connect is a solution for connecting and integrating all of the organization's PBXs (i.e Avaya, Cisco, Asterisk, etc.) to one central management system, creating a single efficient and user-friendly interface, which brings together all the telephony settings from the various branches and the different PBX of the organization.

  15. VoicenterConnect Topology

  16. VoicenterConnect – Key benefits • Data consolidation, Reports and Real Tine for the all organization PBXs • One Point of Integration saving R&D costs and easy maintenance • User Permission Management to reduce the dependency on IT department • Using the Voicenter Public Cloud for additional services and for DRP

  17. Contact Center Solution Overview

  18. Contact Center Overview – Our Strategy Our Strategy in Contact Center Solutions development is creating an end-user-focused telephony system, which provides full communication between various teams and representatives in the organization, and incorporating all the necessary information they need with every interaction with the customer.

  19. Call Center Overview – Telephonic Features Dozen of telephonic features IVR and ACD Inter-organizational communication Chat, Fax and SMS Calls recordings Queues

  20. VoicenterCPanel - Interface The features and settings of the PBX are managed through a secured web interface, which incorporates all the settings and the extensions in the business and allows efficient and convenient management of the various branches and users from any location around the world

  21. VoicenterCPanel - Features • Addition, removal and modification of extensions and users • Full management of the IVR call router, Phone numbers and Records • Full access to call records and recordings by authorization • Managing user permissions and user personal account • Actual billed cost per outbound call • Telephone-based time clock reporting

  22. Voicenter Real Time & Monitoring - Interface Real Time interface is an innovative interface designed for the managers of the Call Center, which allows a wide variety of current management features for the activity of the call center and the representatives.

  23. Voicenter Real Time & Monitoring - Features • Main Real Time features: • Real-time display of the extensions status • Real-time display of calls for each extension with statistic data • Real-time display of queues, abandonment data and IVR data • Main Monitoring features: • Comparison of overall performance among agents and departments • Statistic data according to product / department / type of customer • Telephone system data according to different sections the year

  24. Voicenter Real Time & Monitoring - Screenshot

  25. VoicenterLiveControl - Interface VoicenterLiveControl is an innovative web interface for call center representatives, which includes a wide range of telephony tools, display tools and tools for communication inside and outside the organization. The various features in the LiveControl interface operate in integration with organizational information systems, optimizing the representatives' work.

  26. VoicenterLiveControl - Features • Softphone based WebRTC Protocol • Pop Screen with a contact / customer incoming call • Click2Call directly from the interface • Customers and contacts management & synchronizes • Conference calls, forwarding, pickup, whispering and eavesdropping • Mark VIP customers waiting in the queue • View calls waiting for response and calls taking place with other agents • Internal chatting between representatives / teams / managers • Calls history, documentation and remarks by agents with every call

  27. VoicenterLiveControl - Screenshot Pop-Screen example Contacts sync with Click2Call

  28. Integration The Voicenter Cloud telephony solution allows easy integration with the existing business information systems, such as CRM, ERP, Trading systems etc. This integration serves all the workers in the organization, and allows enjoying the benefits of unifying all the business information from various platforms.

  29. Integration Voicenter is fully integrated with: Dozens of information systems

  30. Developers Tools (API) Voicenter Cloud allows easy integration with Cloud API that developers can interact with to build intelligent & complex communication systems and applications. Except for the Voicenter existing APIs, we provide ready to use code libraries for easy development and integration in common languages such as PHP, .NET, JavaScript and more, with high flexibility for the developers’ needs. In addition, our R&D team can extend the API on demand for any application or integration needs, and add code libraries in several languages.

  31. The API’s WebRTC Phone Call-Back Pop Screen Click2Call Dynamic IVR Custom API Automatic Dialers CDR Notifications

  32. Security • Phone calls encryption over the Cloud / On-Premises • Abnormal use monitoring and alerting system • Digest authentication mechanism - RFC 3261 • Protecting the username and password using Auto Provisioning • Compartmentalization of information and user permissions

  33. DR & Business Continuity solutions • Using five data centers for maximum redundancy • Automatic emergency high availability systems • Automatic forwarding to mobile phones in case of power outage / internet failures • Support internet network connection by cellular infrastructure • Monitoring and control systems of the extensions every few seconds

  34. Additional Services International Calls - SIP Trunk • International phone numbers (DID) Virtual conference rooms • Automatic Dialers – IVR, Reverse 911 and voice messaging • DRP Solution – DR As A Service / Local DRP

  35. 972-72-2776-772 (IL) • 1-718-873-240(US) • sales@voicenter.com • www.voicenter.com Contact Us

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