Voxtron Communication Center
Product Presentation
Voxtron Communication Center Launch
Vienna, 30.09.2010
Content
If you want to go to a specific section, click the corresponding button.
Introduction
1. Architecture
7. Redundancy
2. Installation Center
8. Users
3. Client Software
9. Integrations
4. Core modules
10. Editions
5. Operational modules
11. Requirements
6. Audit Trail and
Installation Monitoring
12. Upgrade paths
Summary
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About Voxtron
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•
•
Voxtron (1994) is an international company, headquartered in
Belgium and having sales offices in Belgium, Germany, Italy,
Portugal, Turkey, Tunisia, UAE and Thailand.
Voxtron delivers state-of-the-art Customer Interaction
Solutions for enterprises.
Voxtron offers a cost-efficient answer to your communication
challenges!
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Customer
Interaction
Solutions
Customer
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What is Voxtron Communication Center?
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•
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Voxtron Communication Center is the new Multimedia Customer
Interaction Solution of Voxtron
Thanks to its unique architecture, it addresses the needs for both
the Enterprise market and the market for Small to Medium sized
Businesses (SMB)
Voxtron Communication Center offers a straightforward
administration and configuration and yet is able to answer (very)
complex installation demands
It supports innovative license and pricing models
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What is Voxtron Communication Center?
•
Voxtron Communication Center
– is customer interaction software that runs on top of any
(existing) communication environment
– sends contacts (calls, emails, faxes, web chats) to appropriate
persons within the organization
– distinguishes between direct (personal) communication and
routed (to a pool of employees) communication
– assignment strategy is based on Skill-Based Routing (SBR)
– is based on the Universal Queue (UQ) principle
– provides Business Intelligence (BI) information
– CTI function improves employee efficiency
– offers powerful Software Development Kits (SDK) for integration
within the existing IT infrastructure
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Direct versus routed communication
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•
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Voxtron Communication Center distinguishes between direct and
routed communication
Direct (personal/private) communication:
– Refers to contacts (calls, emails, faxes) that the initiator sends
to a specific person within the organization by
• dialing a DDI (direct dial-in) for making a call or sending a fax
• sending a message to a personal email account
Routed communication:
– Refers to contacts (calls, emails, faxes, web chat) that the
initiator sends to an organization, not knowing (and caring) who
treats the request by
• dialing a general number for making a call or sending a fax
• sending a message to a general email account
• entering a web chat session via the corporate web site
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ARCHITECTURE
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Voxtron Communication Center
operational modules
•
•
Each module can be installed
multiple times (multiple instances)
Modules can be installed on different
servers
Contact
center
CC
(routing)
Voxtron Communication Center
core modules
•
•
Each module must be installed only
one time (one instance)
Modules can be installed on different
servers
...
...
Dashboar
Dash
d
board
Webcenter
Licensing
IVR
IVR
Datastore
Built on Windows 2008 (R2) and
SQL Server 2008 (R2)
•
•
32 and 64 bit
Virtual environments
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Module overview
Core modules
• Datastore
• Webcenter
• Licensing
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Operational modules
• Contact center (routing)
• CTI
• IVR (calls and faxes)
• Web Chat
• Email routing
• Dashboard
• Reporting
• Recording
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Module basics
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•
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All modules connecting to the same Datastore make one Voxtron
Communication Center installation
Core modules are installed exactly one time
Operational modules can be installed zero, one or multiple times
(instances)
All modules can be installed on different servers (~scalability)
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ARCHITECTURE EXAMPLE A
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BU “Sales”
BU “Support”
CTI
IVR
Web chat
Dashboard
CC
CC
Webcenter
Licensing
Datastore
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ARCHITECTURE EXAMPLE B
A new business unit is added;
An extra server is made operational
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BU “Finance”
BU “Sales”
BU “Support”
CTI
IVR
Web chat
Web chat
Dashboard
CC
CC
CC
Webcenter
Licensing
Datastore
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IVR
INSTALLATION CENTER
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Installation Center
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Utility to manage different instances of different modules on
different servers
Exceptional ease of use
Installation via the Internet or from a DVD
Automated check for (module) dependencies reduces the number
of potential mistakes
Retrieves and uses the information from the datastore to guide
other module installations
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Demonstration 1: installing the core
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•
•
Deploying from the Internet
The Installation Center
Installation of the Voxtron Communication Center core modules
Webcenter
Licensing
Datastore
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Demonstration 2: installing an operational module
BU “Sales”
CC
Webcenter
Licensing
Datastore
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Demonstration 3: scalability
BU “Sales”
BU “Finance”
CC
CC
Webcenter
Licensing
Datastore
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CLIENT SOFTWARE
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One client for the agent and the backoffice worker
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Only one: “Voxtron Client”
Provides CTI functionality
Provides fax printer driver for outgoing faxes
Adds agent functionality in the contact center
Easy integration with your business applications
Local installation or distribution of MSI via Group Policy Objects
Partial installations possible (e.g. no fax driver)
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Demonstration 4: Client software installation
BU “Sales”
CC
Webcenter
Licensing
Datastore
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Auto updates
•
Voxtron client software is updated automatically
– User gets notification of availability of new version
– User can postpone update
– For installations with limited number of Voxtron Clients only
(otherwise use GPO)
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CC
CTI
Email
Web Chat
IVR
Reporting
Dashboard
Recording
Webcenter
Datastore
CORE MODULES
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Licensing
Datastore
•
Gathers and holds following data:
– Configuration information
– Administration information
– Operational data
• Information that is temporary stored in the database by
certain instances
– Dashboard data
• Real time information that is provided through the Dashboard
data service to the different Dashboard instances
– Statistical data
• Pre-processed historical information that is used in reports
– Audit Trail data
• Information on which settings were changed by whom
– Recordings
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Datastore
Administration data
Configuration data
Operational data
Dashboard data
Audit Trail data
Recordings
Copy of:
Administration data
Configuration data
Historical data
DB
Warehouse
IVR
Dashboard
Reports
CC
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CTI
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Web Center
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Centralised configuration and administration
Adaptive: new modules/instances become available in the website
as they are added to the installation
2 types of users:
– Super administrator
• A System administrator with all rights
• Cannot be deleted
– System administrator
• Defined by the super administrator
• Has access to the Administration and the Configuration of one
or more instances
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Web Center
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•
Centralised configuration and administration
Adaptive: new modules/instances become available in the website
as they are added to the installation
User
Instances
Super
Administrator
All


System
Administrator
Assigned
instances


Administrator
Assigned CC
instances


Team Leader
Assigned CC
instances


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Administration
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Configuration
Web Center
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Demonstration 5: Web Center & User roles
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License module
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Centralized license management
Support for:
– Incremental licenses
– Peak licenses
– Virtual environments
License file backup on the Voxtron ordering site
USB dongle is the key, the license files holds the purchased
modules and interactions
– Trouble-free ordering without activation
– Server hardware independent (e.g. HDD replacement, network
adapter, …)
– Easy to move to another server
– System and network time clock independent
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License module
License file
License module
administration
Order website
IVR
License file
CC
CTI
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Data
store
License server
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License schemes
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Interaction Log-in Unit (ILU)
– Degressive price scheme
– Double degressive for Interaction Log-in Unit (2nd, 3rd, ...
interaction for same agent is lower in price) promoting
multimedia users
– Supports peak licenses
Routed Multimedia Contacts (RMC)
– Initial investment for basic infrastructure
– Degressive price scheme for Routed Multimedia Contact
(inbound calls, faxes, emails, web chat sessions)
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CC
CTI
Email
Web Chat
IVR
Reporting
Dashboard
Recording
Webcenter
Datastore
OPERATIONAL MODULES
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Licensing
Contact Center (CC) module
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Voxtron Communication Center’s CC module is based on Skill Based
Routing (SBR)
In a SBR solution, the Administrator assigns skills (e.g. product
knowledge, language,…) to each agent. He indicates to which
extent this user possesses these skills (%)
Upon arrival, each new contact gets skills assigned. Potential ways
for acquiring contact skills:
– Info from the PSTN network:
• Dialed number (can be linked to a specific service)
• Database retrieval of info based on Calling Number
Identification (CNID, also known as CLIP)
– Data gathering via the Self Service application (Interactive Voice
Response – IVR)
SBR searches for the best suitable user to serve a certain contact
with its attached skills
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Universal Queue
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Voxtron Communication Center performs SBR based on the
Universal Queue (UQ) principle
This means that all contacts (incoming calls, faxes, emails, web
chat sessions) are sent to this UQ
When an agent becomes available, the system calculates the score
matrix as shown in following slide
The contact with the highest score is transferred to the available
agent
The complex algorithm takes into account skills but also:
– Time: a contact gets more important the longer it is in the UQ
– Agent: contacts can be assigned to an agent when
• this agent had no contacts for a long time
• this agent has the smallest load
• this agent handled a previous contact of the same customer
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Universal Queue (UQ)
Queued Contacts
Free Agents
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Agent
Agent
Agent
Agent
Agent
Agent
Agent
Call
Score
Score
Score
Score
Score
Score
Score
Call
Score
Score
High
Score
Score
Score
Score
Score
Web
chat
Score
Score
Score
Score
Score
Score
Score
Fax
Score
Score
Score
Score
Score
Score
Score
Fax
Score
Score
Score
Score
Score
Score
Score
Email
Score
Score
Score
Score
Score
Score
Score
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IVR module
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Voxtron Communication Center contains a powerful, multilingual
IVR (Interactive Voice Response)
IVR is typically used to identify and segment callers (i.e. assign
skills)
By extension it is also used
– to resolve caller’s queries without transferring to an agent
– to register call back requests from people who don’t want to
continue to wait for a free agent
– to link to customer data
– to send and receive faxes
– to store and retrieve voice messages (voice mail)
– for conferencing
Supports telephone touchtone keypad input and speech recognition
Responds with pre-recorded or dynamically generated (TTS) audio
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IVR module
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•
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Intelligent Graphical User
Interface (GUI)
Limited set of powerful
building blocks
No programming skills
required
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Faxes
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With Voxtron Communication Center one can
– Receive direct (personal) and routed faxes
– Send private faxes and ‘contact center’ faxes
– Add one of the many (customizable) cover sheets
– Look for archived faxes in the Fax Center
Delivery of faxes to the user can happen in two ways:
– Within the client interface (immediate view)
– As an attachment to an email message
A user can send faxes from any Windows application that supports
the “Print” function
Voxtron Communication Center sends status delivery reports to the
user
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Fax cover sheet
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•
System administrator can define one or more fax cover sheets per
CC instance, using an editing toolbox
Cover sheet consists of following parts:
– Images (e.g. company logo)
– Text fields
– Parameter fields
• Automatic parameters (e.g. date, time, number of pages, ...)
• Custome parameters
– E.g. short description, sender name
– The fax printer wizard will ask a value for each of these
custome parameters
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Fax cover sheet
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Send fax
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Receive fax
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Fax Center
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Web chat
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Voxtron Communication Center allows users to communicate with
agents in real time using just a web browser
No need for 3rd party IM application
Instant accessability
Free of charge for the user
Components for building it into the company’s web site available in
both ASP.NET and PHP
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Web chat – example customer interface
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Web chat – agent interface
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Demonstration 6: Web Chat
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Email module
•
Voxtron Communication Center supports email routing
– Skills and a priority are assigned to an email using
• the email rule wizard (perform actions based on the subject,
“to” field, “from” field, ...)
• advanced PERL scripting
– Email routing has its own settings (e.g. thresholds)
– Email is forwarded to the most appropriate agent
– The agent’s standard email client (e.g. Outlook) is used to
send/receive contact center emails
– Auto detect reply email (wrap-up starts)
– Personal email address masking
– Support for PERL libs allowing to trigger al kind of events upon
arrival of a new mail (e.g. auto-reply message)
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Email module
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Dashboard module
•
Voxtron Communication Center’s dashboard module consists of:
– Dashboard data service; each instance of this service
• has a single connection to the datastore
• cashes Dashboard data
• provides cashed data to multiple SOAP clients
– Design tool to create iGoogle-like dashboards
• Highly customizable
• Design by using widgets
• Drag & drop
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Dashboard module
Dashboard
parameters
Datastore
Dashboard
parameter
cache
SOAP
Dashboard
Data
Service
(SDK)
Voxtron
Communication
Center Dashboard
SOAP
ASP.NET
PHP
Custom
Implementations
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Dashboard module
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Dashboard module – publishing custom parameters
Dashboard
parameters
Datastore
Dashboard
parameter
cache
SOAP
Dashboard
Dashboard
Data
Service
(SDK)
SOAP
Legacy
app
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Demonstration 7: dashboard
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Reporting
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•
Part of the Web Center
Standard reports are defined for a particular CC instance
Consolidated reports available via “Custom Reports”
Based on the pre-processed data in the Warehouse; therefore
– having no impact on the modules that are using the active data
in the datastore
– less IO, resources and thus time needed to generate
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Reporting
•
•
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•
Accessible by team leaders, administrators and system
administrators
– Skill reports
– Agent reports
– Contact code reports
– General reports
– Login reports
– Custom reports
Time interval for each of these reports can be changed
All reports can be exported to .csv or .html file
Scheduled reporting:
– Send to an email address
– Save to a folder
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Reporting
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Reporting
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Recording module
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•
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Recording in Voxtron Communication Center is an independent
module and therefore enables stand-alone, distributed recording
solutions
Recordings are stored in the (central) Datastore
Lookup and retrieval of the recordings is done via the Web Center
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Recording module
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Recording
engine
Recording
board
Recording module
Trunk
HDD
Recording
service
Voxtron Communication Center
Datastore
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Recording module
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•
Web Center is the central place to lookup recordings
Search criteria:
– CLIP (or part of it)
– Dialed number (or part of it)
– Recording started after/before a specific date and time
– Duration longer or shorter than a given duration
– (and all combinations of the above criteria)
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Recording module – match CC data
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•
•
•
Recording module used in combination with one or more CC
instances
Voxtron Communication Center tries to match the calls with the
related CC data (skills, contact codes, agent, ...)
This matched data will be shown in the search result page
CC data can be used to filter the results
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AUDIT TRAIL &
INSTALLATION MONITORING
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Audit Trail
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•
Voxtron Communication Center’s Audit Trail keeps track of:
– Which settings have changed when in the Web Center
– Who has changed these settings (do not share credentials!)
This data is available in the Datastore and can be retrieved by a
Certified Voxtron Engineer
Administration data
Configuration data
Operational data
Dashboard data
Audit Trail data
Recordings
Datastore
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Configuration of logging
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•
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In the Web Center, each module has the same page for
configuration of the logging settings
Each module has the same set of base logging types: information,
errors, exceptions, warnings, successful actions
A module can have additional (module related) logging types (e.g.
Email module has SMTP logging)
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Compression
•
In order to save valuable disk space:
– Log files stay uncompressed for a configurable number of days
– Log files are compressed saving up to 95% of the original size
– The compression process runs overnight
– Logging files can be deleted automatically after a configurable
number of days
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Microsoft Event Viewer
•
A selection of events can be published in the Microsoft Event
Viewer
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Syslog
•
•
•
•
Syslog protocol emerged in the Unix & Linux world (~ Microsoft
Event Viewer)
A lightweight protocol that uses UDP packages to send events from
a Syslog client to a Syslog server
Upon receipt, the Syslog server can take different actions:
– Send email, SMS, IM message
– Generate SNMP trap
– Pop-up a message
– Add a record to a database
– ...
Voxtron Communication Center does not include a Syslog server
(products available on the market; e.g. http://www.kiwisyslog.com/)
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Syslog used in the Web Center
CC
SC
IVR
SC
CTI
SC
Syslog Server
Datastore
Web Center
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Demonstration 8: Syslog
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REDUNDANCY
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Redundancy
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•
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•
Redundancy is not an exact science!
Redundancy is often guided by the customer (in line with his
existing IT infrastucture and knowledge)
When talking about redundancy, we talk about
– High-Availability (HA) Clusters
– Blade systems
– Virtualisation
– Disk arrays
– NAT
– DNS
– ...
A redundancy solution can be based on one or more of these
techniques; and therefore a big variety is possible
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Redundancy – HA Cluster
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•
•
•
•
A cluster is a group of linked computers
Each computer is called a node
Nodes are connected via a ‘private’ LAN
In a HA cluster, only one node is active at the time
On the non-active node, the Voxtron Communication Center
instances get the same ID (identifier) as the instances on the
active node
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Redundancy – HA Cluster
HA Cluster
Disk array
SQL server
Cluster LAN
Node 1
SQL server
Node 2
Company LAN
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Redundancy – HA Cluster – example
Installing the instances on the cluster nodes
HA Cluster
ID X
WB
ID Y
ID Z
Datastore
WB
ID X
CC
CC
ID Y
LIC
LIC
ID Z
SQL server
Node 1
SQL server
Dongle has to be
moved manually
Node 2
Clients connect to the
cluster’s virtual IP address
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Redundancy – HA Cluster – example
Installing the instances on the cluster nodes; alternative 1
HA Cluster
ID X
WB
ID Y
ID Z
Datastore
WB
ID X
CC
CC
ID Y
LIC
LIC
ID Z
SQL server
SQL server
Node 1
Node 2
USB ethernet hub
Clients connect to the
cluster’s virtual IP address
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Redundancy – HA Cluster – example
Installing the instances on the cluster nodes; alternative 2
HA Cluster
ID X
WB
ID Y
CC
Datastore
WB
ID X
CC
ID Y
SQL server
SQL server
Node 1
Node 2
LIC
Clients connect to the
cluster’s virtual IP address
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Redundancy – Virtualization
•
Examples:
– Microsoft Hyper-V
– VMware
– Blade systems
• A blade system is a set of blade servers gathered in one blade
enclosure
• A blade server is a stripped down server computer
• The blade enclosure provides power, cooling, networking,
interconnect and management
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Client partition 1
Client partition 2
Parent
partition
Hardware
Redundancy – Vitualization (example)
Backup
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USERS
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Users
•
•
The types of users in Voxtron Communication Center:
– Super Administrator
– System Administrator
– Administrator
– Team leader
– Agent
– (Back)Office Worker
All of them can work from home/anywhere, provided that a
suitable phone and data connection is available
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Super Administrator
•
•
Voxtron Communication Center’s Super Administrator has access to
all settings
The Super Administrator account cannot be destroyed
User
Instances
Super
Administrator
All
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Administration
Voxtron Communication Center

Configuration

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System Administrator
•
•
The System Administrator is a user account that can be defined in
the Web Center by the Super Administrator only
The System Administrators have access to one or more assigned
instances
User
Instances
System
Administrator
Assigned
instances
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Administration
Voxtron Communication Center

Configuration

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Administrator
•
The CC Administrator defines and administers:
– Skills
– Groups
– Users
– Pause reasons
– Contact Codes
– General settings
User
Instances
Administrator
Assigned CC
instances
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Administration
Voxtron Communication Center

Configuration

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Skills
•
•
•
There is no limit on the number of skills
Administrator can define the relative importance of a skill
(compared to other skills)
Supports mandatory skills:
– A contact can only be routed to an agent having that skill
– Mandatoryness can expire after a certain time
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Groups
•
•
Administrative support for installations having a lot of users
Steps involved:
– Define a group
– Assign skills to the group
– An agent inherits the skills of the group he/she belong to
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Users
•
The administrator adds a user by running through different
parameter sets:
– Personal settings (name, email address,...)
– Permissions (with respect to monitors, fax center, email
handling, ...)
– Skills (select & assign a knowledge percentage)
– Interactions (free seating, types of interactions, ...)
– Filter display info in activity and agent monitor
– Fax (enable/disable, sender/receiver number, archive (yes/no),
...)
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Users
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Contact codes
•
•
•
•
Purpose of the contact codes is the qualification of the contact
Defined by the Administrator
Selected and assigned by the agent during the treatment of the
contact
Gain an insight into the type of questions treated by the agents,
thanks to the contact code reports
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Pause reasons
•
•
•
The administrator can define an unlimited number of pause reasons
Example pause reasons: lunch, meeting, toilet break
Default pause reason = the pause reason selected in case of:
– User inactivity since x seconds
– User fails to take a contact although marked as available
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General settings
•
•
•
•
•
Timers (default wrap-up times, thresholds)
Agent specific (log-off/pause of last agent (y/n), pause wrap-up
(y/n), ...)
Routing strategy (define the mixture between skills-based routing,
time based routing and agent based routing by using slider bars)
Advanced routing strategy (enable multiple simultaneous contacts
per agent)
Mandatory skills (time after which the mandatoryness is obsolete)
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General settings
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Team leaders
•
Team leaders:
– Have access to the reporting tool (refer above)
– Can assign contacts in the waiting queue to a specific agent
– Receive warning messages if contacts wait too long in the queue
User
Instances
Team Leader
Assigned CC
instances
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
Configuration
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Users
•
Major functions available for the users:
– Free seating
– Multilingual
– Auto logon when starting Windows
– Selection of type of contacts that he/she will treat
– Work in full screen or minimize to system tray
– Screen pop-ups
– Select pause reason
– Quick dial
– Send faxes from any Windows application
– Show web pages in the Voxtron Client
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Log-on
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Maximized view agent client
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Activity and waiting monitor
•
•
Waiting monitor:
– Provides an overview of all contacts that are waiting in the UQ
– Allows sorting, filtering and grouping based on selectable fields
(contact type, status, waiting time, ...)
Activity monitor: presence
– Provides an overview of all agents and (back)office workers
– Allows sorting, filtering and grouping based on selectable fields
(name, status, extension, duration, ...)
– The Administrator decides which other agents an agent can see
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Activity Monitor
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INTEGRATIONS
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Integrations
•
Voxtron Communication Center has a set of powerful SDKs allowing
you to integrate with almost any business environment:
– IVR plug-ins
– Perl scripting for incoming emails
– client SDK
• COM interface
• Custom toolbar
• HTML
– server SDK
• Custom statistics
• Custom Dashboard
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EDITIONS
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Voxtron Communication Center Enterprise
•
•
•
This edition of Voxtron Communication Center targets the
Enterprise market
No commercial limitations on number of instances and
number of users / ports
High end integrations (e.g. Microsoft Lync, SAP, ...) will be
implemented on this edition of Voxtron Communication
Center
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Voxtron Communication Center Express
•
•
This edition of Voxtron Communication Center targets the
SMB market
Each operational module can be installed only ONCE, except
for the IVR module
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REQUIREMENTS
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System requirements – Server OS
•
•
Server operating systems:
– Windows 2008 Server Standard 32-bit, English edition
– Windows 2008 Server Standard 32-bit, German edition
– Windows 2008 Server Enterprise 32-bit, English edition
– Windows 2008 Server Enterprise 32-bit, German edition
– Windows 2008 Server R2 Standard 64-bit, English edition
– Windows 2008 Server R2 Standard 64-bit, German edition
– Windows 2008 Server R2 Enterprise 64-bit, English edition
– Windows 2008 Server R2 Enterprise 64-bit, German edition
Cluster setup requires Enterprise edition
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System requirements – Client OS
•
•
Client operating systems:
– Windows Vista 32-bit Business or Ultimate edition
– Windows Vista 64-bit Business or Ultimate edition
– Windows 7 32-bit Professional, Enterprise and Ultimate
– Windows 7 64-bit Professional, Enterprise and Ultimate
These operating systems are supported in the same languages
as the languages in which the Voxtron Client is available
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System requirements – SQL Server
•
Voxtron Communication Center supports Microsoft SQL Server
2008 R2
VCC Express
•
•
VCC Enterprise
SQL Express
?

SQL Standard


SQL Enterprise


SQL Server Enterprise is needed in case of a cluster
Extra conditions:
– SQL Server must have the same language as the OS (English
/ English or German / German)
– SQL Server must support same processor type as the OS
(32-bit / 32-bit or 64-bit / 64-bit)
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System Requirements – SQL server
•
•
•
•
SQL Express is limited in data storage and memory
Each module makes connection with the datastore and therefore
consumes an amount of memory
Microsoft does not publish figures about the memory consumption
(it depends on the connection and traffic)
As a result, Voxtron even cannot guarantee that a Voxtron
Communication Center Express in all of its configurations will work
on a SQL Server Express
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UPGRADE PATH
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Upgrade path
•
•
•
•
Voxtron Communication Center is because of it’s new architecture a
different product from agenTel
There is no upgrade procedure for customers having agenTel and
wanting to move to Voxtron Communication Center Express
Voxtron will make available a data import tool within 4 months
after release. This data import tool gathers the agenTel
administration and configuration data and loads them into the
Voxtron Communication Center Datastore
Reporting modules in Voxtron Communication Center and agenTel
are not compatible; therefore the data import tool will not include
the statistical data
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SUMMARY
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Installation Center
accelerates the
time to
deployment
Multi-tenancy
Advanced,
modular
architecture
Scalable
Central
administration
and configuration
RIA
Dashboard
Audit Trail and
installation
monitoring
Multimedia
Flexible licensing
enables targeting
different markets
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