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How do you communicate?
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telerion™ is an integrated multi- and omnichannel service platform that serves as a base for the implementation of end-to-
end and end-to-multi-end scenarios. telerion™ can operate as a cloud-based solution or as a hybrid solution.
The telerion™ architecture is a 100% based on IP standards and supports all carrier-class telecommunication features one
might think of. It is composed of four main modules
Channel Layer, System Layer, User Layer and Service Layer have been designed to operate in NGN (Next Generation
Network), NT (Network Transformation) and NFH (Network Feature Hub) environments. The different layers are
interconnected with each other through specific interfaces. telerion™ is a telecommunication solution that serves a large
variety of application scenarios. Beyond its already more than complete basic set of features, a series of optional modules are
available to meet also the most challenging requirements. While on one hand the system is extremely scalable and user-
friendly, on the other the pay-per-use approach offers a very cost-efficient alternative to benefit from the most recent high-
end-technologies available on the market without having to replace already existent infrastructure and hardware.
Besides offering smooth and cost-efficient access to high-end technology, telerion™ comes with an additional set of
advantages: Global DID coverage, SMS and call termination into the worldwide telephony networks with full cost control and
individual billing. Assign outbound termination and service numbers to customer and project accounts. Transmission of the
CLI, specific calling numbers or numbers outside our network (if legally allowed) possible. Also possible is the inclusion of
TDM, the physical integration of ISDN connections (BRI and PRI) or the interconnection with VOIP Trunks or systems and
services of third-party providers.
About telerion
FOR THOSE WHO WANT TO
REACH BEYOND THE CLOUD
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03
Basic draft of the architecture’s general structure:
FOR THOSE WHO WANT TO
REACH BEYOND THE CLOUD
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04
It’s in the channel Layer that the multi- and omnichannel communication is managed. It is also here that the internal routing to
the other layers of the all-over solution happens.
Also, when an end-to-end-scenario is being implemented, it is in the channel layer that the interconnection with external
systems is done. Of course with an impressive variety of intelligent routing options, e.g. for intuitive routing, percentage load
balancing or previously defined business-rules. telerion is compatible with a large variety of third party systems, like Avaya,
Alcatel, etc.
How do you communicate?
CHANNEL LAYER
Multi- and omnichannel communication
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05
Communication with customers has developed in recent years from a simple call to multi-channel communication. In terms of
absolute customer orientation, it is important to make contact options as easy and flexible as possible to optimally address
each customer profile.
With telerion we take this a step further, because our channel layer unites all communication channels in a single, integrated
solution. Depending on the requirements, these may be individually supplied: separately or in parallel – and are a 100%
flexible.
Because you not only decide which and how many channels are to be used – additional handling options may also be
individually configured.
For example, communication starts in one channel and is transferred without loss of contact to another (e.g. call-to-chat). Or
an existing contact in a channel is simultaneously supplemented by another (call&chat) without any service interruption.
Multichannel becomes omnichannel.
Integrated solution
CHANNEL LAYER
MULTICHANNEL
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By implementing a WebRTC your customers are offered a cost-free access to direct communication with your enterprise.
Your customer service can be reached either per speech or video, but no matter which is chosen, it is always encrypted and
therefore secure and safe. A WebRTC can be embedded into already existing websites or apps, or it is made available to the
customer via an external link.
Technically, all the user needs is a browser: Chrome, Firefox or Opera, for the web-based access. When accessing through an
app, the supported formats are iOS and Android. For voice and audio transmission, the WebRTC reverts to the audio/video-
features provided by the customer’s device (headset/webcam) – no additional installation work is required.
WebRTC
CHANNEL LAYER
Communication Channels
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07
For all those who want to keep pace with the changes in telecommunication, making sure their communication infrastructure
is All-IP-compatible is a must. And it’s not that complicated as it may seem.
Through the channel layer in telerion we give you easy access to SIP-trunks that can interconnect your existing systems with
all the providers and telephony networks you wish or need to – or any other SIP endpoint
The SBC (Session Border Controller) enables you to manage IP addresses without disclosing your enterprise’s Internet
architecture, and VPN-connections become obsolete. Our SIP-trunks support all kind of codec and are capable of codec
translation.
SIP TRUNK
CHANNEL LAYER
Communication Channels
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08
If you already have developed a corporate app for your customers, you might use it to increase your reachability and offer
them an additional way of contacting you, by enhancing your app with an extra communication feature.
You can choose between our SDK for full-integration and an API, through which your app will be enabled to trigger external
applications, like WebRTC or a call back.
Now, if you like the idea but do not (yet) have a corporate app, we can provide you with a standardized communication app
(iOS and Android), that supports Call, Video and Chat (individually or in any combination you wish) as well as E-mail
functionality.
The layout is customizable as per your requirements, and upon request the app can even be delivered in a brand-free version.
You can then publish the app under your own corporate name or brand in the AppStore or Playstore and invite your
customers to the download.
APP
CHANNEL LAYER
Communication Channels
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09
You have a traditional connection to the telephone network, which you want to keep, and still be part of the All IP? Such
connections can be integrated and converted to IP/SIP, becoming one of the communication channels of your system. We can
provide assistance with the installation of the media gateways needed for this scenario.
PSTN
CHANNEL LAYER
Communication Channels
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010
One of the most popular options for getting in touch with customer service is the live-chat, and offering this is perceived as
really being customer-friendly. This tool becomes more than just being customer-friendly though when the goal is giving deaf
people an option to a live-contact.
Embedding a live-chat option for your customer communication on your website will reduce your website-exit-rate and
especially enhance the “customer service experience” for those customers who could really need some co-browsing
assistance e.g. in the e-commerce business.
CHAT
CHANNEL LAYER
Communication Channels
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011
DID numbers (= local or geographical phone numbers) from a large variety of countries and cities can be integrated as a
communication channel. You can take incoming calls wherever you want, or wherever it is the most suitable (follow-the-sun).
Globalizing your reachability, while centralizing your customer service.
Offering your international customers local numbers to reach your service can become a huge advantage when services are
being offered beyond borders. You can allocate DID numbers directly with us, or integrate already existing numbers or
purchase your number portfolio with a third-party supplier.
DID
CHANNEL LAYER
Communication Channels
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012
The merging of Lync with Skype Business has resulted in a large amount of users that can directly talk to each other without
using the telephone network.
Offering the option of getting in touch through Skype-for-Business, you will be increasing the comfort of all those customers
of yours that are part of that community.
These customers will be enabled to access the customer services provided by your enterprise in a very comfortable way,
without interrupting their regular workflow and working routines.
The communication is based Skype-to-Skype and therefore free of cost.
Currently, the Skype-for-Business Service within telerion is limited to audio calls.
CALL BACK
CHANNEL LAYER
Communication Channels
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013
The merging of Lync with Skype Business has resulted in a large amount of users that can directly talk to each other without
using the telephone network.
Offering the option of getting in touch through Skype-for-Business, you will be increasing the comfort of all those customers
of yours that are part of that community.
These customers will be enabled to access the customer services provided by your enterprise in a very comfortable way,
without interrupting their regular workflow and working routines.
The communication is based Skype-to-Skype and therefore free of cost.
Currently, the Skype-for-Business Service within telerion is limited to audio calls.
SKYPE for Business
CHANNEL LAYER
Communication Channels
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014
Communication with customers has developed in recent years from a simple call to multi-channel communication. In terms of
absolute customer orientation, it is important to make contact options as easy and flexible as possible to optimally address
each customer profile.
With telerion we take this a step further, because our channel layer unites all communication channels in a single, integrated
solution. Depending on the requirements, these may be individually supplied: separately or in parallel – and are a 100%
flexible. Because you not only decide which and how many channels are to be used – additional handling options may also be
individually configured.
For example, communication starts in one channel and is transferred without loss of contact to another (e.g. call-to-chat).
Another scenario is to supplement an existing contact in one channel by another (call & chat) without any service
interruption. Multichannel becomes omnichannel.
From multi- to omnichannel
CHANNEL LAYER
OMNICHANNEL
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015
In current times, being connected to the telephone network just isn’t enough anymore; one needs to be INTERconnected
with it, as it all has become IP. Along with IP comes a huge variety of possibilities, that are easy to use and benefit from with
our flexible SIP trunks.
We interconnect your system in such way that the intelligence of the network gets to you. E.g. like an automatic name-lookup
for incoming and outbound dialed numbers, or a flexible CLID configuration for outbound calls.
Our service scope includes provision of geographical numbers (DID numbers) for over 60 countries, service numbers and
termination services in crystal clear voice quality.
Intelligent telephony
Carrier Services
All IP
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016
Being reachable for a local caller from Germany, Europe or overseas, no matter where you are taking that call. This is the
challenge mastered by geographical telephone numbers, which are virtual numbers (DID’s), composed of the same digit
combination that has to be dialed to reach the corresponding local destination in the traditional telephone network.
Callers within the local region of this number reach it at regular local rates, even if the number connects them to a customer
service located on the other hemisphere. Or just the other way around, and customers living in the country your enterprise is
located in call a local corporate number, but are then connected to a native speaker located in another country.
Apart from this geographical flexibility, these numbers have another real interesting advantage: a flexible and dynamic
capacity management. You decide how many concurrent calls are allowed on one number. This allows for a flexible managing
of volume fluctuations, as your virtual number is not subject to physical capacity limitations.
Please refer to our coverage list to check out which destinations and number types (regular phone number, service number,
national number, toll free) in which country are currently available as a DID.
Geographical telephone numbers
Carrier Services
All IP
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017
Our service numbers are directly interconnected with the intelligent telephony network. Our customer’s systems are again
directly connected to the service number through SIP trunking. A service number can also be delivered simultaneously to
several end points (SIP trunks).
The customer can manage the routing options by himself and also configure fallback scenarios. Our scope of service numbers
covers national and international destinations. For more details, please refer to our coverage list.
Service numbers
Carrier Services
All IP
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018
Make your phone calls to any destination around the world at the best possible rates and amazing voice quality, and with
individual and flexible CLID configuration: you decide, which number is being displayed on the called party’s phone when
receiving a call from your systems. Connection is done via SIP trunking without capacity limitations, meaning that the number
of concurrent calls your corporation can place at the same time is unlimited.
You are neither charged for the usage of the SIP trunk, nor for the channel capacity or the provision of the service itself. The
only cost that applies is the termination cost, on a per minute basis (60/60 billing step). Depending on the volumes you
terminate, also a billing step 1/1 can be discussed.
Call termination
Carrier Services
All IP
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019
The significance of traditional text messaging via SMS has considerably changed throughout the past 2-3 years. Internet-
based chat-apps have almost totally replaced the SMS as a tool for dialoguing between two parties. SMS are now mostly used
for mono-lateral notification purposes that don’t require any answer, or for two-factor-authentication.
Nevertheless, all users of the mobile telephony network remain reachable through SMS. With our SMS termination services,
you can address them by sending SMS messages to any destination across the globe, individually or for bulk mailing purposes.
SMS termination
Carrier Services
All IP
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020
In the system layer all communication channels can be linked with interactive actions that aim for an optimization of the
customer experience, e.g. the IVR (Interactive Voice Response), ICC (Interactive Call Collector), Chat-bots, Self-Services or
QM measures. This all is based on cognitive computing, on which the artificial intelligence used by telerion is built on.
In the telerion end-to-end solution it is out of the system layer that feedback can be given to a caller on the expected waiting
time, while at the same time he is informed on alternative contact options through which his request can be accepted and
handled faster.
Optimizing the customer experience
SYSTEM LAYER
IVR, ICC, AI
The use of AI in customer communications enables the immediate handling of all ad-hoc queries and the efficient distribution
to live agents while simultaneously maintaining effective quality standards.
ARTIFICIAL INTELLIGENCE
page
021
Our IVR module has been designed to meet the contemporary expectations of discerning customers. Conceived for
centralized operation within any cloud environment, it comes with specific features for integrating and interacting with other
platforms and services.
Along with its focus on operating in the cloud, telerion delivers all standard features of a traditional IVR, such as: digit
selection over DTMF, voice (prompts) announcements, multilingual support, etc. and provides an enhanced set of additional
and innovative features such as VoiceXML, CCXML, text to speech support, integration through SIP with virtual circuits and
ACD or PBX Systems and web services.
Integration of a payment server, multilingual services or any other automated self-service application can be delivered in
customized shape and with short delivery time.
telerion’s IVR comes with integrated call recording and centralized data storage. One can connect at any time to monitor
active calls, specific language options or also monitor specific call center agents or service representatives directly.
IVR – Interactive Voice Response
SYSTEM LAYER
IVR, ICC, AI
page
022
Our IVR module has been designed to meet the contemporary expectations of discerning customers. Conceived for
centralized operation within any cloud environment, it comes with specific features for integrating and interacting with other
platforms and services.
Along with its focus on operating in the cloud, telerion delivers all standard features of a traditional IVR, such as: digit
selection over DTMF, voice (prompts) announcements, multilingual support, etc. and provides an enhanced set of additional
and innovative features such as VoiceXML, CCXML, text to speech support, integration through SIP with virtual circuits and
ACD or PBX Systems and web services.
Integration of a payment server, multilingual services or any other automated self-service application can be delivered in
customized shape and with short delivery time.
telerion’s IVR comes with integrated call recording and centralized data storage. One can connect at any time to monitor
active calls, specific language options or also monitor specific call center agents or service representatives directly.
IVR – Main Features:
SYSTEM LAYER
IVR, ICC, AI
page
023
o Vectored IVR tree configuration
o Assignment of Directory numbers or directory trunks
o DMTF digit collection
o Voice recognition
o Text to Speech
o Voice Announcements
o VoiceXML compliant
o Integration with web services
o Call Recording and Storage
IVR – Main Features:
SYSTEM LAYER
IVR, ICC, AI
o Multichannel integration through Channel Layer
o Payment server integration
o CRM Integration
o Web-services integration
IVR – Integrations
page
024
In addition to standard IVR (Interactive Voice Response) call processing, where callers navigate through available information
by digit collection or speech recognition to eventually be connected with a live operator, the ICC feature (Interactive Call
Collector) is a highly customer friendly communication channel and parallel caller qualifier.
A potential caller, who accesses information through a web page or an app, is interactively guided through the visually
reproduced call flow. Here, the caller’s information need is identified in detail so that he can be guided to the right
section/department, without the initiating a phone call.
After successful navigation the caller can leave his contact number and is shown the estimated waiting time to receive a call
back. As soon as an agent is available, the automated call back happens and the caller is connected directly to a live agent,
without having to spend time in the IVR or any waiting queue.
The ICC is a mirror of the IVR, which means that any information besides visual display can be prompted/listened, selections
can be made and additional information collected, (e.g. language selection, department selection, collecting name and email,
etc.).
The ICC does not change the fact that the caller will be connected to the live agent on the end; it is just an alternative way of
reaching the call center. The benefit is enhanced comfort for the caller, as waiting times in the queue can be bypassed.
Call centers benefit as periods with higher call volumes or staffing issues can be better handled. Not only in regards to SLA
requirements, but also – and mainly – because callers are offered a highly positive customer care experience.
In the telerion end-to-end solution it is out of the system layer that feedback can be given to a caller on the expected waiting
time, while at the same time he is informed on alternative contact options through which his request can be accepted and
handled faster.
ICC – Interactive Call Collector
SYSTEM LAYER
IVR, ICC, AI
page
025
The telerion ACD comes with optional call recording module that can be disposed of according to the individual project needs.
A general recording of all calls can be defined or just specific calls of specific agents or e.g. only calls where the caller has
previously explicitly given his permission to the recording.
Also, as auditing and supervising are essential procedures for call centers to ensure continuous quality and meet established
SLA’s, telerion’s ACD also provides direct access tools adapted to the needs of Auditors, Coaches and Supervisors.
One of the key modules is the reporting and supervising one. It provides project specific and agent specific reports to track
down the call center and agent performance.
The Agent operates through a browser based Agent tool integrated with direct telephony features and call control. The Agent
tool centralizes all other channels if multi-channel channel communication is offered, such as chat, video call, etc.
Embedded
USER LAYER
ACD
page
026
The ACD is the heart of every service center. The stronger the heart, the better the performance. The ACD in telerion is fully
integrated in the comprehensive solution – not merely connected – and thus in a position to condense the information
provided by the intelligent network and make it available to the user as an additional benefit. End-to-end communication and
a seamless exchange of information.
Our ACD solution has been designed specifically for use in software designed networks and for use in the cloud.
It provides agents with a browser-based, exceptionally user-friendly interface that is highly efficient and productive.
Contact specific information, which also includes general, project-based real-time information, such as, for example, reports
and evaluations, are available at a glance.
For management information relevant for supervisors or team leaders, individually designed interfaces with access to real-
time data and comparative historical values are also available.
Embedded
USER LAYER
ACD
page
027
The ACD (Automatic Call Distribution) system in User Layer has been specially designed to provide demanding customers
with a top-featured ACD solution with full integration into high-level cloud environments and corporate infrastructures. It is
a flexible, customizable and scalable solution that efficiently supports any corporate customer service at inbound missions.
The telerion ACD not only covers all traditional ACD functionalities, but also integrates a set of enhanced features, delivering
a Unified Communication Platform for contact centers.
A focus on Skill-Based-Routing – or alternatively any other fixed or dynamic routing option if preferred allows for increased
flexibility and a maximum of control over every inbound project.
The handling of waiting queues is flexibly adaptable to individual business needs and the integrated IVR module through the
System Layer allows for integration of voice announcements and creating of further escalation procedures for business
security purposes or for continuity of the service chain, e.g. adding a mailbox or interacting directly with the caller (like e.g.
informing about the availability of the next agent or provide the option of changing the requested skill in order to allow for
the shortest time to talk to an agent) which is helpful in increasing the customer satisfaction.
Embedded
USER LAYER
ACD
page
028
In designing telerion the developer experience was considered particularly important; in the service layer an interface in the
form of a RESTful API is available which enables access to all other layers and integrated modules.
Developers can thus use communication features of telerion to enhance their own applications.
This can also be done upon request in cooperation with our development team and with bilateral benefits.
From the service layer, we also connect to third-party applications.
telerion API
SERVICE LAYER
FULL ACCESS
thank you.
contact
us
page
030
line
Fon +49 621 37 909 300
Fax +49 621 37 909 315
online
telerion.com
sales@telerion.com

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How do you communicate?

  • 2. page 02 telerion™ is an integrated multi- and omnichannel service platform that serves as a base for the implementation of end-to- end and end-to-multi-end scenarios. telerion™ can operate as a cloud-based solution or as a hybrid solution. The telerion™ architecture is a 100% based on IP standards and supports all carrier-class telecommunication features one might think of. It is composed of four main modules Channel Layer, System Layer, User Layer and Service Layer have been designed to operate in NGN (Next Generation Network), NT (Network Transformation) and NFH (Network Feature Hub) environments. The different layers are interconnected with each other through specific interfaces. telerion™ is a telecommunication solution that serves a large variety of application scenarios. Beyond its already more than complete basic set of features, a series of optional modules are available to meet also the most challenging requirements. While on one hand the system is extremely scalable and user- friendly, on the other the pay-per-use approach offers a very cost-efficient alternative to benefit from the most recent high- end-technologies available on the market without having to replace already existent infrastructure and hardware. Besides offering smooth and cost-efficient access to high-end technology, telerion™ comes with an additional set of advantages: Global DID coverage, SMS and call termination into the worldwide telephony networks with full cost control and individual billing. Assign outbound termination and service numbers to customer and project accounts. Transmission of the CLI, specific calling numbers or numbers outside our network (if legally allowed) possible. Also possible is the inclusion of TDM, the physical integration of ISDN connections (BRI and PRI) or the interconnection with VOIP Trunks or systems and services of third-party providers. About telerion FOR THOSE WHO WANT TO REACH BEYOND THE CLOUD
  • 3. page 03 Basic draft of the architecture’s general structure: FOR THOSE WHO WANT TO REACH BEYOND THE CLOUD
  • 4. page 04 It’s in the channel Layer that the multi- and omnichannel communication is managed. It is also here that the internal routing to the other layers of the all-over solution happens. Also, when an end-to-end-scenario is being implemented, it is in the channel layer that the interconnection with external systems is done. Of course with an impressive variety of intelligent routing options, e.g. for intuitive routing, percentage load balancing or previously defined business-rules. telerion is compatible with a large variety of third party systems, like Avaya, Alcatel, etc. How do you communicate? CHANNEL LAYER Multi- and omnichannel communication
  • 5. page 05 Communication with customers has developed in recent years from a simple call to multi-channel communication. In terms of absolute customer orientation, it is important to make contact options as easy and flexible as possible to optimally address each customer profile. With telerion we take this a step further, because our channel layer unites all communication channels in a single, integrated solution. Depending on the requirements, these may be individually supplied: separately or in parallel – and are a 100% flexible. Because you not only decide which and how many channels are to be used – additional handling options may also be individually configured. For example, communication starts in one channel and is transferred without loss of contact to another (e.g. call-to-chat). Or an existing contact in a channel is simultaneously supplemented by another (call&chat) without any service interruption. Multichannel becomes omnichannel. Integrated solution CHANNEL LAYER MULTICHANNEL
  • 6. page 06 By implementing a WebRTC your customers are offered a cost-free access to direct communication with your enterprise. Your customer service can be reached either per speech or video, but no matter which is chosen, it is always encrypted and therefore secure and safe. A WebRTC can be embedded into already existing websites or apps, or it is made available to the customer via an external link. Technically, all the user needs is a browser: Chrome, Firefox or Opera, for the web-based access. When accessing through an app, the supported formats are iOS and Android. For voice and audio transmission, the WebRTC reverts to the audio/video- features provided by the customer’s device (headset/webcam) – no additional installation work is required. WebRTC CHANNEL LAYER Communication Channels
  • 7. page 07 For all those who want to keep pace with the changes in telecommunication, making sure their communication infrastructure is All-IP-compatible is a must. And it’s not that complicated as it may seem. Through the channel layer in telerion we give you easy access to SIP-trunks that can interconnect your existing systems with all the providers and telephony networks you wish or need to – or any other SIP endpoint The SBC (Session Border Controller) enables you to manage IP addresses without disclosing your enterprise’s Internet architecture, and VPN-connections become obsolete. Our SIP-trunks support all kind of codec and are capable of codec translation. SIP TRUNK CHANNEL LAYER Communication Channels
  • 8. page 08 If you already have developed a corporate app for your customers, you might use it to increase your reachability and offer them an additional way of contacting you, by enhancing your app with an extra communication feature. You can choose between our SDK for full-integration and an API, through which your app will be enabled to trigger external applications, like WebRTC or a call back. Now, if you like the idea but do not (yet) have a corporate app, we can provide you with a standardized communication app (iOS and Android), that supports Call, Video and Chat (individually or in any combination you wish) as well as E-mail functionality. The layout is customizable as per your requirements, and upon request the app can even be delivered in a brand-free version. You can then publish the app under your own corporate name or brand in the AppStore or Playstore and invite your customers to the download. APP CHANNEL LAYER Communication Channels
  • 9. page 09 You have a traditional connection to the telephone network, which you want to keep, and still be part of the All IP? Such connections can be integrated and converted to IP/SIP, becoming one of the communication channels of your system. We can provide assistance with the installation of the media gateways needed for this scenario. PSTN CHANNEL LAYER Communication Channels
  • 10. page 010 One of the most popular options for getting in touch with customer service is the live-chat, and offering this is perceived as really being customer-friendly. This tool becomes more than just being customer-friendly though when the goal is giving deaf people an option to a live-contact. Embedding a live-chat option for your customer communication on your website will reduce your website-exit-rate and especially enhance the “customer service experience” for those customers who could really need some co-browsing assistance e.g. in the e-commerce business. CHAT CHANNEL LAYER Communication Channels
  • 11. page 011 DID numbers (= local or geographical phone numbers) from a large variety of countries and cities can be integrated as a communication channel. You can take incoming calls wherever you want, or wherever it is the most suitable (follow-the-sun). Globalizing your reachability, while centralizing your customer service. Offering your international customers local numbers to reach your service can become a huge advantage when services are being offered beyond borders. You can allocate DID numbers directly with us, or integrate already existing numbers or purchase your number portfolio with a third-party supplier. DID CHANNEL LAYER Communication Channels
  • 12. page 012 The merging of Lync with Skype Business has resulted in a large amount of users that can directly talk to each other without using the telephone network. Offering the option of getting in touch through Skype-for-Business, you will be increasing the comfort of all those customers of yours that are part of that community. These customers will be enabled to access the customer services provided by your enterprise in a very comfortable way, without interrupting their regular workflow and working routines. The communication is based Skype-to-Skype and therefore free of cost. Currently, the Skype-for-Business Service within telerion is limited to audio calls. CALL BACK CHANNEL LAYER Communication Channels
  • 13. page 013 The merging of Lync with Skype Business has resulted in a large amount of users that can directly talk to each other without using the telephone network. Offering the option of getting in touch through Skype-for-Business, you will be increasing the comfort of all those customers of yours that are part of that community. These customers will be enabled to access the customer services provided by your enterprise in a very comfortable way, without interrupting their regular workflow and working routines. The communication is based Skype-to-Skype and therefore free of cost. Currently, the Skype-for-Business Service within telerion is limited to audio calls. SKYPE for Business CHANNEL LAYER Communication Channels
  • 14. page 014 Communication with customers has developed in recent years from a simple call to multi-channel communication. In terms of absolute customer orientation, it is important to make contact options as easy and flexible as possible to optimally address each customer profile. With telerion we take this a step further, because our channel layer unites all communication channels in a single, integrated solution. Depending on the requirements, these may be individually supplied: separately or in parallel – and are a 100% flexible. Because you not only decide which and how many channels are to be used – additional handling options may also be individually configured. For example, communication starts in one channel and is transferred without loss of contact to another (e.g. call-to-chat). Another scenario is to supplement an existing contact in one channel by another (call & chat) without any service interruption. Multichannel becomes omnichannel. From multi- to omnichannel CHANNEL LAYER OMNICHANNEL
  • 15. page 015 In current times, being connected to the telephone network just isn’t enough anymore; one needs to be INTERconnected with it, as it all has become IP. Along with IP comes a huge variety of possibilities, that are easy to use and benefit from with our flexible SIP trunks. We interconnect your system in such way that the intelligence of the network gets to you. E.g. like an automatic name-lookup for incoming and outbound dialed numbers, or a flexible CLID configuration for outbound calls. Our service scope includes provision of geographical numbers (DID numbers) for over 60 countries, service numbers and termination services in crystal clear voice quality. Intelligent telephony Carrier Services All IP
  • 16. page 016 Being reachable for a local caller from Germany, Europe or overseas, no matter where you are taking that call. This is the challenge mastered by geographical telephone numbers, which are virtual numbers (DID’s), composed of the same digit combination that has to be dialed to reach the corresponding local destination in the traditional telephone network. Callers within the local region of this number reach it at regular local rates, even if the number connects them to a customer service located on the other hemisphere. Or just the other way around, and customers living in the country your enterprise is located in call a local corporate number, but are then connected to a native speaker located in another country. Apart from this geographical flexibility, these numbers have another real interesting advantage: a flexible and dynamic capacity management. You decide how many concurrent calls are allowed on one number. This allows for a flexible managing of volume fluctuations, as your virtual number is not subject to physical capacity limitations. Please refer to our coverage list to check out which destinations and number types (regular phone number, service number, national number, toll free) in which country are currently available as a DID. Geographical telephone numbers Carrier Services All IP
  • 17. page 017 Our service numbers are directly interconnected with the intelligent telephony network. Our customer’s systems are again directly connected to the service number through SIP trunking. A service number can also be delivered simultaneously to several end points (SIP trunks). The customer can manage the routing options by himself and also configure fallback scenarios. Our scope of service numbers covers national and international destinations. For more details, please refer to our coverage list. Service numbers Carrier Services All IP
  • 18. page 018 Make your phone calls to any destination around the world at the best possible rates and amazing voice quality, and with individual and flexible CLID configuration: you decide, which number is being displayed on the called party’s phone when receiving a call from your systems. Connection is done via SIP trunking without capacity limitations, meaning that the number of concurrent calls your corporation can place at the same time is unlimited. You are neither charged for the usage of the SIP trunk, nor for the channel capacity or the provision of the service itself. The only cost that applies is the termination cost, on a per minute basis (60/60 billing step). Depending on the volumes you terminate, also a billing step 1/1 can be discussed. Call termination Carrier Services All IP
  • 19. page 019 The significance of traditional text messaging via SMS has considerably changed throughout the past 2-3 years. Internet- based chat-apps have almost totally replaced the SMS as a tool for dialoguing between two parties. SMS are now mostly used for mono-lateral notification purposes that don’t require any answer, or for two-factor-authentication. Nevertheless, all users of the mobile telephony network remain reachable through SMS. With our SMS termination services, you can address them by sending SMS messages to any destination across the globe, individually or for bulk mailing purposes. SMS termination Carrier Services All IP
  • 20. page 020 In the system layer all communication channels can be linked with interactive actions that aim for an optimization of the customer experience, e.g. the IVR (Interactive Voice Response), ICC (Interactive Call Collector), Chat-bots, Self-Services or QM measures. This all is based on cognitive computing, on which the artificial intelligence used by telerion is built on. In the telerion end-to-end solution it is out of the system layer that feedback can be given to a caller on the expected waiting time, while at the same time he is informed on alternative contact options through which his request can be accepted and handled faster. Optimizing the customer experience SYSTEM LAYER IVR, ICC, AI The use of AI in customer communications enables the immediate handling of all ad-hoc queries and the efficient distribution to live agents while simultaneously maintaining effective quality standards. ARTIFICIAL INTELLIGENCE
  • 21. page 021 Our IVR module has been designed to meet the contemporary expectations of discerning customers. Conceived for centralized operation within any cloud environment, it comes with specific features for integrating and interacting with other platforms and services. Along with its focus on operating in the cloud, telerion delivers all standard features of a traditional IVR, such as: digit selection over DTMF, voice (prompts) announcements, multilingual support, etc. and provides an enhanced set of additional and innovative features such as VoiceXML, CCXML, text to speech support, integration through SIP with virtual circuits and ACD or PBX Systems and web services. Integration of a payment server, multilingual services or any other automated self-service application can be delivered in customized shape and with short delivery time. telerion’s IVR comes with integrated call recording and centralized data storage. One can connect at any time to monitor active calls, specific language options or also monitor specific call center agents or service representatives directly. IVR – Interactive Voice Response SYSTEM LAYER IVR, ICC, AI
  • 22. page 022 Our IVR module has been designed to meet the contemporary expectations of discerning customers. Conceived for centralized operation within any cloud environment, it comes with specific features for integrating and interacting with other platforms and services. Along with its focus on operating in the cloud, telerion delivers all standard features of a traditional IVR, such as: digit selection over DTMF, voice (prompts) announcements, multilingual support, etc. and provides an enhanced set of additional and innovative features such as VoiceXML, CCXML, text to speech support, integration through SIP with virtual circuits and ACD or PBX Systems and web services. Integration of a payment server, multilingual services or any other automated self-service application can be delivered in customized shape and with short delivery time. telerion’s IVR comes with integrated call recording and centralized data storage. One can connect at any time to monitor active calls, specific language options or also monitor specific call center agents or service representatives directly. IVR – Main Features: SYSTEM LAYER IVR, ICC, AI
  • 23. page 023 o Vectored IVR tree configuration o Assignment of Directory numbers or directory trunks o DMTF digit collection o Voice recognition o Text to Speech o Voice Announcements o VoiceXML compliant o Integration with web services o Call Recording and Storage IVR – Main Features: SYSTEM LAYER IVR, ICC, AI o Multichannel integration through Channel Layer o Payment server integration o CRM Integration o Web-services integration IVR – Integrations
  • 24. page 024 In addition to standard IVR (Interactive Voice Response) call processing, where callers navigate through available information by digit collection or speech recognition to eventually be connected with a live operator, the ICC feature (Interactive Call Collector) is a highly customer friendly communication channel and parallel caller qualifier. A potential caller, who accesses information through a web page or an app, is interactively guided through the visually reproduced call flow. Here, the caller’s information need is identified in detail so that he can be guided to the right section/department, without the initiating a phone call. After successful navigation the caller can leave his contact number and is shown the estimated waiting time to receive a call back. As soon as an agent is available, the automated call back happens and the caller is connected directly to a live agent, without having to spend time in the IVR or any waiting queue. The ICC is a mirror of the IVR, which means that any information besides visual display can be prompted/listened, selections can be made and additional information collected, (e.g. language selection, department selection, collecting name and email, etc.). The ICC does not change the fact that the caller will be connected to the live agent on the end; it is just an alternative way of reaching the call center. The benefit is enhanced comfort for the caller, as waiting times in the queue can be bypassed. Call centers benefit as periods with higher call volumes or staffing issues can be better handled. Not only in regards to SLA requirements, but also – and mainly – because callers are offered a highly positive customer care experience. In the telerion end-to-end solution it is out of the system layer that feedback can be given to a caller on the expected waiting time, while at the same time he is informed on alternative contact options through which his request can be accepted and handled faster. ICC – Interactive Call Collector SYSTEM LAYER IVR, ICC, AI
  • 25. page 025 The telerion ACD comes with optional call recording module that can be disposed of according to the individual project needs. A general recording of all calls can be defined or just specific calls of specific agents or e.g. only calls where the caller has previously explicitly given his permission to the recording. Also, as auditing and supervising are essential procedures for call centers to ensure continuous quality and meet established SLA’s, telerion’s ACD also provides direct access tools adapted to the needs of Auditors, Coaches and Supervisors. One of the key modules is the reporting and supervising one. It provides project specific and agent specific reports to track down the call center and agent performance. The Agent operates through a browser based Agent tool integrated with direct telephony features and call control. The Agent tool centralizes all other channels if multi-channel channel communication is offered, such as chat, video call, etc. Embedded USER LAYER ACD
  • 26. page 026 The ACD is the heart of every service center. The stronger the heart, the better the performance. The ACD in telerion is fully integrated in the comprehensive solution – not merely connected – and thus in a position to condense the information provided by the intelligent network and make it available to the user as an additional benefit. End-to-end communication and a seamless exchange of information. Our ACD solution has been designed specifically for use in software designed networks and for use in the cloud. It provides agents with a browser-based, exceptionally user-friendly interface that is highly efficient and productive. Contact specific information, which also includes general, project-based real-time information, such as, for example, reports and evaluations, are available at a glance. For management information relevant for supervisors or team leaders, individually designed interfaces with access to real- time data and comparative historical values are also available. Embedded USER LAYER ACD
  • 27. page 027 The ACD (Automatic Call Distribution) system in User Layer has been specially designed to provide demanding customers with a top-featured ACD solution with full integration into high-level cloud environments and corporate infrastructures. It is a flexible, customizable and scalable solution that efficiently supports any corporate customer service at inbound missions. The telerion ACD not only covers all traditional ACD functionalities, but also integrates a set of enhanced features, delivering a Unified Communication Platform for contact centers. A focus on Skill-Based-Routing – or alternatively any other fixed or dynamic routing option if preferred allows for increased flexibility and a maximum of control over every inbound project. The handling of waiting queues is flexibly adaptable to individual business needs and the integrated IVR module through the System Layer allows for integration of voice announcements and creating of further escalation procedures for business security purposes or for continuity of the service chain, e.g. adding a mailbox or interacting directly with the caller (like e.g. informing about the availability of the next agent or provide the option of changing the requested skill in order to allow for the shortest time to talk to an agent) which is helpful in increasing the customer satisfaction. Embedded USER LAYER ACD
  • 28. page 028 In designing telerion the developer experience was considered particularly important; in the service layer an interface in the form of a RESTful API is available which enables access to all other layers and integrated modules. Developers can thus use communication features of telerion to enhance their own applications. This can also be done upon request in cooperation with our development team and with bilateral benefits. From the service layer, we also connect to third-party applications. telerion API SERVICE LAYER FULL ACCESS
  • 30. contact us page 030 line Fon +49 621 37 909 300 Fax +49 621 37 909 315 online telerion.com sales@telerion.com