Cloud-based Contact Center Solutions
Get the advantages of CaaS and the functionality of an in-house communications system with a simple, unmatched approach that allows your organization to:
- Maintain your current telecommunications vendor and use your existing telco trunks
- Deploy cost-reducing Polycom® IP phones for agents as well as business users
- Keep voice on your network, recordings on your storage, and data in your database
- Easily handle remote sites and manage remote agents
- Keep taking calls even if the WAN becomes unavailable
- Easily transition to a premise-based solution using the same VoIP-ready network and on-premise equipment you use for your CaaS solution
- Place voice over IP (VoIP) gateways, LCM devices, and IP phones on your premise, then connect to an Interactive Intelligence CaaS data center via a MultiProtocol Label Switching (MPLS) network.
- Begin taking calls, which arrive at the local VoIP gateway.
- VoIP calls are generated with SIP commands handled by the Customer Interaction Center™(CIC) server at the data center and audio (e.g. IVR prompts) handled by the LCM device.
- When an agent (or business user) is selected to take an incoming call, SIP and audio sessions are established with that agent’s phone. Audio stays on your network.
- At the same time, information about the call arrives at the agent’s computer for screen pop and desktop call control.
- Call data is logged to the local database server for reporting.
The Local Control VoIP Model makes it easy to also incorporate agents at remote sites or working at home, and still monitor and record their calls.
