Cloud-based Contact Center Solutions
Whereas the
Local Control VoIP Model and
Remote Control VoIP Model rely on a true VoIP infrastructure and MultiProtocol Label Switching (MPLS) network connection for call processing, the Remote Control TDM Model effectively utilizes existing PBX phone equipment and the Public Switched Telephone Network (PSTN) for calls. For your organization, that means:
- No need for IP phones
- No need for a VoIP-ready network
- No need for an MPLS connection to the data center
- Support for remote agents and remote sites
- No way to tell if agent is on a personal call (must use desktop client to change status)
- Two call legs (customer and agent) over the PSTN
- No new hardware required on your premises
- Calls arrive at the Interactive Intelligence CaaS data center
- Calls are converted to VoIP and auto-attendant and IVR services provided at the data center
- An outbound SIP call is made back to the gateway while keeping control of signaling and audio for recording, monitoring, etc.
- A call is made out via the PSTN to the number of the selected agent (or business user), thereby connecting the customer to that agent
- At the same time, information about the call arrives at the agent’s computer for screen pop and desktop call control