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Cloud Contact Center

Cloud Contact Center. Global Infrastructure for Aditya Birla Minacs. Hermes.NET Architecture. Below the Hermes.NET global architecture, to understand the communication and workflow between each components: CTI Administration Applications Media Management Supervision / Reporting Agents

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Cloud Contact Center

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  1. Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

  2. Hermes.NET Architecture Below the Hermes.NET global architecture, to understand the communication and workflow between each components: CTI Administration Applications Media Management Supervision / Reporting Agents The different proposal studied offers all features, including IVR, recording (voice and video) multimedia platform, multitenant.

  3. Hermes.NET Architecture

  4. Workflow Scheme

  5. Global Cloud Contact Center • Global Reach • European and American data centers • Local and regional redundancy • Ireland & London • United States • Brazil

  6. Technical Architecture Full Cloud

  7. Full Cloud • 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.

  8. 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 • 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). active ready

  9. High Availability Cloud Contact Center • Key features • High availability end user internet routing 100% SLA • Elastic compute capacity, with fast instance replacement and predictability99.95% 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 DBSwith built-in automated fail-over.

  10. 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

  11. High Availability Voice • Keep-alivetechnology • Automaticgatewayswitching • Call contextsynchronization, active calls unaffectedduring a switchover • Hitless software upgrades • Can upgrade SBC firmwarewithoutdisturbingcurrentcalls • High capacity and scalability • Upto 10,000 agents supported on a single gateway • Designedfor PCI Compliance • Multi-pointvoiceredundancy • 1+1 redundancyscheme • Dual protocol, ports, blades, gateways, geographies

  12. Voice Quality • Management, security and control • QoEin-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-pointQoEhealthacrossentire network • On-Net – “Connected” • VoIP technology and gateways • App and DB servers same backbone

  13. Voice Quality • Live call data recording • Quality of Experience management Customers sites Customers sites EMS-SEM Customers sites QoE CDR QoE CDR Internet SEM Remote Worker/WAHA ITSP 1 Mediant4000E-SBC PC SIPClient Wi-Fi Home-spot Data Center ITSP2 OnNet

  14. Voice Technology Innovation Session Border Controller Mediant4000E-SBC

  15. Compliant – PCI Secure IVR Agent requests card details from caller Touch tone digits removed 1 3 PSTN Caller enters credit card digits by keypad Agent cannot hear the touch tone digits but can hear the caller 2 4 www 6 Merchant payment Payment service provider 5

  16. 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

  17. 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 • Backbonefor world leading cloud • Uptime 99.95% • Advanced and dedicated managed 24x7x365

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