Contact Centers Reinvented: Introducing OpenACD
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Transcript of Contact Centers Reinvented: Introducing OpenACD
moderator: martin steinmann
participants: jan-vincent liwanag, kristine mina, danna aduna
March 11, 2013 / Bentley University / Boston MA
Web Contact Center
1
2 Presenter Team
Jan Vincent Liwanag Danna Aduna Kristine Mina
1. Contact centers, like UC, move to IT and the Web
> Many of our customers asked for a basic but integrated call queuing capability
> Contact centers need to be connected to the browser for both callers and agents (WebRTC)
> A software application, fast and scalable yet simple to setup and use
2. Current solutions are too expensive
> Hardware centric proprietary solutions are too expensive
> Web standards replace proprietary CTI interfaces
> Multi-media w/ click-to-call and click-to-chat
3. Private cloud based product
> A product and not just a service
> Globally networked and scalable
3 It is time for a new solution that fits into an IT environment
WHY a New Contact Center Solution ?
> Introduced at CoLab 2012 as a concept
>Our initial goal is unchanged
> Call and voicemail queuing with email and chat to follow
> Up to 500 calls in queue per server, up to 200 agents per server
> Complete set of core ACD features
> Modern Web gadget based agent / supervisor portal
> Initial set of real-time and sliding window statistics
>Project status
> Beta release coming up in Q2
> First GA release scheduled for Q3
> Talk to us about participating in the beta phase
Significant progress was made
Where are we with openACD? 4
>Highly flexible queuing
> Skills based call distribution
> Configurable recipes for queue management
> Multiple clients can be served (multi-tenant)
> Designed for multiple media and multiple channels
> Individual agent skills, away or break codes, wrap-up time, call disposition
> Agent DTMF controls for operation without agent dashboard
> Implemented using Erlang, optimized for concurrency and distributed operation, MongoDB
>Standards based
> Standard SIP for calls
> Software only solution that can be clustered
Complete set of core features
Key Features of the Core openACD System 5
>sipXecs / openUC integration
> Configuration via the sipXecs / openUC Web UI
> Unified account credentials
>Custom Agent and Supervisor UI
> Movable gadgets for agent and supervisor customization
> Tab separation for agent and supervisor gadgets
> Normal and widescreen layouts
> Supervisor management of active agents and calls in queue
>Other Features
> Real-time and sliding window statistics
> Configurable Client popups
> Mashup with other gadgets
A Fully Integrated Gadget Based UI
Agent and Supervisor Workstation 6
Example
Sample Set-up 8
TechSupport: Tech, English
Supervisor
Sales_English: Sales, English
Sales_German: Sales, German
AcmeTech Support
AcmeSales English
AcmeSales German
WidgetTech Support
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
Sample Set-up 9
TechSupport: Tech, English
Supervisor
Sales_English: Sales, English
Sales_German: Sales, German
AcmeTech Support
AcmeSales English
AcmeSales German
WidgetTech Support
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
Sample Set-up 10
TechSupport: Tech, English
Supervisor
Sales_English: Sales, English
Sales_German: Sales, German
AcmeTech Support
AcmeSales English
AcmeSales German
WidgetTech Support
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
Sample Set-up 11
TechSupport: Tech, English
Supervisor
Sales_English: Sales, English
Sales_German: Sales, German
AcmeTech Support
AcmeSales English
AcmeSales German
WidgetTech Support
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
Sample Set-up 12
TechSupport: Tech, English
Supervisor
Sales_English: Sales, English
Sales_German: Sales, German
AcmeTech Support
AcmeSales English
AcmeSales German
WidgetTech Support
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
Demo
Architecture
Integrated with openUC
Powerful Distributed Architecture 15
External Systems
sipXecs Stack
Proxy Server
Media Server (FreeSwitch)
Configuration Server MongoDB (agents, queues, skills,
clients, etc.)
OpenACD
Statistics and Reporting
Agent Dashboard
>Web UI is built on HTML/CSS/JS
>API built on JSON-RPC 2.0 and Events via WebSockets
>Gadget and Tab based UI for customizability and extensibility
Web UI and APIs for Agent / Supervisor Dashboards 16
Browser API JSON-RPC 2.0
Websocket
Next Steps
>Start Beta phase for the first release
>We will add incremental capabilities through the rest of the year
>Extending openACD to become able to fully replace existing formal contact
center solutions
> Historic reporting package
> IM integration for agent / supervisor communication
> Redundancy and scale: Clustered operation
> IVR frontend
> Cloud hosted or private cloud deployment options
> Distributed agent population (global queues)
2013 and beyond
Next Steps - Roadmap 18
Demo Slides
19
System > Servers > Call Center
Installation 20
Features > Contact Center
Configuration 21
Features > Contact Center > Agents
Demo Configuration 22
Features > Contact Center > Lines
Demo Configuration 23
Dashboard
Supervisor Session 24
Managing agents and queues
Supervisor Session 25
Log-in
Agent Experience 26
Dashboard
Agent Experience 27
Receiving a call
Agent Experience 28
Call processing
Agent Experience 29