Cloud Contact Center

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Overview

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Key Features

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Core Capabilities

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Call Management

• Inbound & Outbound Calling: Handle both incoming and outgoing calls
• Call Routing: Intelligent distribution based on skills, availability, and priority
• Interactive Voice Response (IVR): Customizable menu systems and call flows
• Queue Management: Advanced queuing with estimated wait times and callback options

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Agent Features

• SIP Softphones: Web-based and desktop phone applications
• Agent Dashboard: Real-time visibility into call status and performance
• Call Controls: Transfer, hold, conference, and other call management features
• Presence Management: Agent status tracking (available, busy, away)

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Supervision Tools

• Barging: Supervisor can join calls to assist agents
• Whispering: Private communication between supervisor and agent during calls
• Monitoring: Real-time call monitoring for quality assurance
• Coaching: Real-time guidance to agents during customer interactions

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Advanced Features

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Call Flow Builder

• Visual Design: Intuitive interface for designing call flows
• Logic Blocks: Conditional routing based on time, caller ID, or other criteria
• Integration Points: Connect to databases, APIs, and external systems
• Testing Environment: Safe testing of call flows before deployment

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Transfer Capabilities

• Warm Transfers: Agent stays on the line to introduce parties
• Cold Transfers: Direct transfer without agent introduction
• Skill-based Transfers: Route to agents with specific skills
• External Transfers: Transfer to external phone numbers

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Team Collaboration

• In-team Chat: Real-time messaging between team members
• Internal Calling: Free calling between agents
• Presence Indicators: See availability of team members
• File Sharing: Share documents and information during calls

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Technical Architecture

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Cloud Infrastructure

• High Availability: 99.99% uptime SLA
• Scalability: Automatic scaling based on call volume
• Low Latency: Optimized routing for minimal call delay
• Redundancy: Multiple data centers for disaster recovery

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Integration Architecture

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Configuration Options

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Call Routing

{
  "routing": {
    "algorithm": "skill-based", // or "round-robin", "priority"
    "overflow": "voicemail", // or "next-agent", "callback"
    "timeout": 30, // seconds before overflow
    "priority": {
      "vip": 1,
      "premium": 2,
      "standard": 3
    }
  }
}

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Agent Configuration

{
  "agents": {
    "skills": ["sales", "support", "billing"],
    "maxConcurrentCalls": 3,
    "wrapUpTime": 60, // seconds
    "status": "available" // or "busy", "away", "offline"
  }
}

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IVR Configuration

{
  "ivr": {
    "greeting": "Welcome to our customer service",
    "menu": {
      "1": "Sales Department",
      "2": "Technical Support",
      "3": "Billing Department",
      "0": "Operator"
    },
    "timeout": 10, // seconds
    "retries": 3
  }
}

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Analytics & Reporting

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Real-time Dashboards

• Agent Performance: Live metrics on call handling and productivity
• Queue Status: Current wait times and queue depths
• System Health: Infrastructure performance and availability
• Call Volume: Real-time call statistics and trends

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Historical Reports

• Call Detail Records: Comprehensive logs of all calls
• Agent Scorecards: Performance evaluations and trend analysis
• Customer Satisfaction: Survey results and feedback analysis
• Financial Reports: Cost analysis and ROI tracking

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Custom Analytics

• Data Export: Export data in multiple formats (CSV, JSON, Excel)
• API Access: Programmatic access to analytics data
• Custom Dashboards: Create personalized views of key metrics
• Alerts & Notifications: Automated alerts for performance thresholds

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Integration Capabilities

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CRM Systems

• Salesforce: Full two-way synchronization
• HubSpot: Contact and deal integration
• Zoho CRM: Comprehensive data exchange
• Microsoft Dynamics: Enterprise CRM connectivity
• Custom CRMs: API-based integration options

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Business Systems

• ERP Integration: Order and account information
• Helpdesk Systems: Ticket creation and updates
• Marketing Platforms: Campaign data and lead scoring
• Payment Systems: Payment processing during calls

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Communication Tools

• Slack: Notifications and team messaging
• Microsoft Teams: Integration with Office 365 ecosystem
• Email Systems: Automated email notifications
• SMS Gateways: Text messaging capabilities

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Security & Compliance

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Data Protection

• End-to-End Encryption: All voice and data communications
• Secure Storage: Encrypted call recordings and data
• Access Controls: Role-based permissions and authentication
• Audit Logging: Comprehensive activity tracking

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Compliance Standards

• GDPR: European data protection compliance
• CCPA: California consumer privacy compliance
• HIPAA: Healthcare information privacy (with Business Associate Agreement)
• PCI DSS: Payment card industry compliance
• SOC 2: Security and availability trust principles

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Use Cases

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Customer Service

• Multi-channel Support: Phone, email, chat, and social media integration
• Tiered Support: Escalation paths from AI bots to human agents
• Self-service Options: IVR menus for common inquiries
• Callback Services: Reduce wait times with scheduled callbacks

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Sales Operations

• Lead Distribution: Intelligent routing of inbound leads
• Outbound Campaigns: Automated dialing and lead qualification
• Appointment Setting: Schedule meetings and demos
• Sales Coaching: Monitor and improve agent performance

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Technical Support

• Skill-based Routing: Route complex issues to specialized agents
• Remote Assistance: Integration with remote desktop tools
• Knowledge Base: AI-powered access to technical documentation
• Escalation Management: Automatic escalation of unresolved issues

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Healthcare

• Patient Scheduling: Appointment booking and reminders
• Telehealth: Secure video and voice consultations
• Prescription Management: Refill requests and status updates
• Patient Surveys: Post-visit feedback collection

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API Access

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REST API

# Create a new agent
POST /api/v1/agents
{
  "name": "John Smith",
  "email": "john.smith@company.com",
  "skills": ["sales", "support"],
  "extension": "101"
}

# Get real-time queue status
GET /api/v1/queues/status

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Webhooks

{
  "event": "agent.status.changed",
  "data": {
    "agentId": "agent-123",
    "previousStatus": "available",
    "newStatus": "on-call",
    "timestamp": "2023-05-15T10:30:00Z"
  }
}

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WebSocket API

const socket = new WebSocket('wss://api.voxeme.com/v1/agent-events');

socket.onmessage = function(event) {
  const data = JSON.parse(event.data);
  // Handle real-time agent events
};

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Deployment Options

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Fully Managed Cloud

• No Infrastructure: We manage everything for you
• Automatic Updates: Always running the latest features
• Global Availability: Deployed in regions worldwide
• Expert Support: 24/7 technical assistance

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Hybrid Deployment

• Partial Control: Manage some components on-premises
• Data Sovereignty: Keep sensitive data within your environment
• Custom Integrations: Direct connections to internal systems
• Flexible Scaling: Mix of cloud and on-premises resources

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On-Premises

• Complete Control: Full control over all infrastructure
• Maximum Security: Data never leaves your environment
• Custom Hardware: Use your existing server infrastructure
• Regulatory Compliance: Meet strict compliance requirements

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Pricing

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Pay-as-you-go

• Per Agent: Monthly licensing per active agent
• Per Channel: Pay for concurrent call channels
• Usage-based: Pay for minutes of call processing

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Enterprise

• Custom Licensing: Tailored to your specific requirements
• Dedicated Infrastructure: Isolated resources for maximum performance
• Premium Support: 24/7 dedicated support team
• Professional Services: Implementation and customization assistance