VIRTUAL CONTACT CENTER in the Cloud
Vocalcom Cloud Contact Center
www.vocalcom.com
Global Infrastructure
Version 1.0 by Simon Harrison
June 11th 2013
Global Cloud Contact Center
 Global Reach
www.vocalcom.com
www.vocalcom.com
– European and American
data centers
 Local and regional
redundancy
– London / Ireland
– New York
– Brazil
www.vocalcom.com
www.vocalcom.com
Technical Architecture Each Region
3
High Availability Cloud Contact Center
www.vocalcom.com
 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
ready
www.vocalcom.com
– 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).
4
High Availability Cloud Contact Center
 Key features
www.vocalcom.com
 High availability end user internet routing 100% SLA
 Elastic compute capacity, with fast instance replacement and
predictability 99.95% availability
 Elastic load balancing across multiple instances, combined with
auto-scaling to ensure enough instances to balance
 End to end privacy and security
www.vocalcom.com
 AWS PCI Compliance certified
 Multi-AZ deployed Oracle DBS with built-in automated fail-over.
5
Cost Efficient Voice
www.vocalcom.com
 Local call costs anywhere in the world
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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
www.vocalcom.com
 Port existing DID ranges if preferred
– Benefit from exception call rates, save call costs
– Global agreements for 64 countries across the world
6
High Availability Voice
 Multi-point voice redundancy
www.vocalcom.com
– 1+1 redundancy scheme
– Dual protocol, ports, blades, gateways,
geographies
 Keep-alive technology
– Automatic gateway switching
– Call context synchronization, active calls unaffected during a switchover
 Hitless software upgrades
– Can upgrade SBC firmware without disturbing current calls
www.vocalcom.com
 High capacity and scalability
– Upto 10,000 agents supported on a single gateway
 Designed for PCI Compliance
Voice Quality
www.vocalcom.com
www.vocalcom.com
 Management, security and control
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QoE in-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-point QoE health across entire network
 On-Net – “Connected”
– VoIP technology and gateways
– App and DB servers same backbone
Voice Quality
 Live call data recording
 Quality of Experience management
Customers sites
EMS-SEM
www.vocalcom.com
SEM
Customers sites
Customers sites
Internet
Remote Worker/WAHA
www.vocalcom.com
ITSP 1
Mediant4000E-SBC
Data Center
ITSP2
OnNet
PC SIP
Client
Wi-Fi
Home-spot
www.vocalcom.com
www.vocalcom.com
Voice Technology Innovation
Security
Firewall and Access
Control
Encryption
Topology Hiding
Denial of Service
protection
Call Theft and Fraud
protection
Connectivity
Interoperability
SIP Normalization
DTMF Conversion
Protocol/Coder Policing
Fax &Voice Transcoding
NAT Traversal
Survivability
Call Admission Control
QoS Monitoring and
Troubleshooting
Voice Service Assurance
Session Border Controller
Mediant4000E-SBC
QoE
Compliant – PCI Secure IVR
www.vocalcom.com
1
Agent requests
card details from
caller
3
Touch tone
digits removed
PSTN
2
Caller enters credit
card digits by keypad
4
Agent cannot hear
the touch tone
digits but can hear
the caller
www.vocalcom.com
www
6
5
Merchant payment
Payment service
provider
11
PCI Compliance / Key Security Technology
 Encryption
– Communication streams and signal messaging encrypted
www.vocalcom.com
 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
www.vocalcom.com
 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
Vocalcom Cloud Benefits
 Fully redundant
 High capacity and easy scalability
www.vocalcom.com
 Advanced, reliable and secure
 Environmental control, fire
detection / suppression and multilayer physical security systems
 Ultra-low latency
 Backbone for world leading cloud
www.vocalcom.com
 Uptime 99.95%
 Advanced and dedicated managed
24x7x365