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Version 1.0 June 11th 2013
VIRTUAL CONTACT CENTER in the Cloud
Cloud Contact Center
Global Infrastructure for Aditya Birla Minacs
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Hermes.NET Architecture
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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.
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Hermes.NET Architecture
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Workflow Scheme
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Global Cloud Contact Center
Global Reach– European and American
data centers
Local and regional redundancy– Ireland & London– United States– Brazil
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Technical Architecture Full Cloud
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Full Cloud
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- 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.
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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
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– 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
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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.
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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
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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
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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
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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
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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
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Compliant – PCI Secure IVR
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PSTN
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Agent requests card details from caller
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Caller enters credit card digits by keypad2
Touch tone digits removed3
Agent cannot hear the touch tone digits but can hear the caller
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Payment service provider5
Merchant payment
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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
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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