ContactWorld Architecture
Introduction
Our new generation ‘ContactWorld’ platform is a multi-tenant multi-provider hosted platform (similar examples of hosted applications in other industries are Salesforce.com and Google Apps). The term ‘Multi-tenant’ means that many different organisations (whether end-user or service provider) can use the same platform – so sharing the costs and gaining access to a more powerful platform than they could otherwise afford. Traditional hardware companies cannot match this cost effectively, if at all.
There are five components to the technology and the combination makes us unique. Put together they constitute a complete Telco Service Suite that is 100% web-configurable.
Telco Grade CTI SoftSwitch – this is the heart of the platform that allows all the basic call control functions.
The ContactWorld Application Hub was designed from day one to be a multi-tenant multi-provider solution. Each Hub could scale to handle in excess of 50,000 simultaneous calls, and can therefore provide services for 1,000+ seat call centres as well as five person SMEs.
One feature of the NVM SoftSwitch is the massive amount of voice processing power that is available for each caller - more power than was previously available for the whole of one US Network in 1999. This power enables call recording, conferencing, and in-network mid-call CTI, and is an enabler of Individual Caller Treatment. It could also enable a future partner to integrate speech recognition, voice biometric or lie detection capabilities.
Computer Telephony Integration (CTI) Framework – this is the means by which our applications can integrate with other data, typically a CRM database. We call this 4th Generation CTI as it is the first of its kind that can be implemented without the need for systems integrators – the end-user can configure for themselves with the click of the mouse. Furthermore, CTI is retained throughout the call, meaning that the agent could re-direct the call and the caller receive a relevant phone treatment, such as a targeted PhoneAd played while on-hold.
ContactManager – a built-in database that can be used to store extracts of data about the client as a telephony CRM package in its own right. A major benefit is that customers can do all the customer data interfacing themselves - there is still no need for a system integrator. Our open technology allows us to integrate with other CRM systems or to further develop our own technology using this framework.
Suite of Applications
- Automatic Call Distribution (across teleworkers, PBXs and ACDs
- Call treatment scheduler
- Speech recognition and touchtone menus (IVR)
- Mobile Caller Interactions (SMS, vCard, Images)
- Intelligent call routing: by caller name, CLI, percentage, postcode, location plus more…
- Microbrowser for full Agent Call Control (e.g. status, transfer, etc)
- Full CTI functionality including Screen Pops, CRM lookups, voice and data transfer
- PSTN or VoIP (SIP) Call Delivery
- Voice mail and unified messaging
- Outbound dialing for blended inbound/outbound operations
- Contact Centre Management Dashboard over secure web interface including:
- extensive reporting - to agent level, real time and historical
- service creation or configuration in real time
- Call Recording (voice+call data + CRM data APIs)
Multi-tenant Multi-carrier Platform
Telcos and Mobile operators plug into our technology by routing through our platform and can start delivering services immediately. They can connect over low-cost circuits to any NewVoiceMedia hub in their continent. For example, if Google wanted to become a telephony service provider they need look no further than using NVM technology.