Presentation Transcript

1. Vocalcom Cloud Contact Center

   Global Infrastructure
2. Global Cloud Contact Center Global Reach European and American data centers Local and regional redundancy London / Ireland New York Brazil
3. Technical Architecture Each Region
4. 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
5. 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.
6. 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
7. 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
8. 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
9. 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
10. Voice Technology Innovation Session Border Controller Mediant4000E-SBC
11. 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
12. 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
13. Vocalcom Cloud 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