The document describes an all-in-one contact center platform that includes modules for IVR, ACD, CTI, reporting, recording, workflow automation, and a dialer system. It can be deployed on-premises or in the cloud, with the cloud option providing a virtual contact center infrastructure in a multi-tenant environment. The platform supports integration with various systems including financial networks, databases, mainframes, carriers, and middleware solutions.

2.  Contact Center
• Overview
• Deployment
• Cloud CC
 PBX
• Hosted

3. Overview > All-in-one Contact Center Platform

4. Overview > Functional Modules
Channels
IVR
• Self service automation
• Supports EAI
• Supports ASR/TTS
• Graphic Flow Designer
• Integrated with Dialer
• Integrated with ACD
ACD
• Call Blending
• Multi channel
• Multi campaign
• Multi site
• Standard distribution
- Circular
- Load balance
- Skills based routing
• Advanced distribution
- Contact data
- Environment data
- IVR context
- Priorities handing
• Announce place in queue
• Announce waiting time
• Overflow
• Integrated with IVR
• Voice
• Voice mails
• Call Backs
• Emails
• Web chat
• SMS
CTI
• Screen Pop Up during call transference
• Integration with 3rd. Party Applications via API
• Integration with inConcert Web Applications
• Integration with inConcert IVR
• Multi channel Integration

5. Overview > Functional Modules
Flow Designer
• Intuitive IVR Graphic User Interface
Reporting
• Full, on demand or selective voice and screen recording
• MP3 format - 350 Kbytes per minute
• Indexed storage
• Export capabilities to MP3 files
• Web search and filter console
Recording
• Full, on demand or selective recording
• MP3 format - 350 Kbytes per minute
• Indexed storage
• Export capabilities to MP3 files
• Screen Recording
• Web search and filter console
Web Applications Designer
• Web Application and Scripting Designer

6. Overview > Functional Modules
Systems Integration / SOA / Process Automation
• Workflow engine
• Database Access via ODBC.
• TCP/IP and Named Pipes Host Systems integration
• Minis and Mainframes Integration (IBM390, AS400, etc.)
Standard (ISO8583, SWIFT, CNAB, XML) and proprietary
message systems
• Process and external components invocation (COM, CORBA,
SOAP; RPC)
• Integration with third parties middleware systems (IBM-MQ
Series, etc.)
• Web Services publication and access – SOA

7. Overview > Functional Modules
Dialer System
• Predictive and progressive with preview dialing
• Voice broadcasting and outbound IVR with TTS support
• Outbound emails campaigns
• Outbound SMS campaigns
• Call Progress Analisys and Answering Machine Detection
• Compliance with local and international regulations
• Contact Import via web console or API
• API integration with 3rd. party applications

8. Overview > Functional Modules
Agent Interface
• Unified voice and multichanel user interface
• Interaction lifecycle sensitive configuration
• Supports remote users
• Configurable languages and user states
Supervisor Interface
• Real time supervisión web console
• Multi campaign, multi site
• Silent call monitoring
• Agent coaching via private two-way chat
• Message broadcasting
• Dynamic agent provisioning
• Control panel
• Alarms and notifications
Administrator Interface
• Unified administration user interface
• Campaigns and user setup
• Dialer configuration, contact import, dialing lists management
• Unified Access to appllications
• Virtual contact center provisioning

9. Architecture > Basic Structure
COMMUNICATION SERVER
APPLICATION SERVER
PSTN
E1 / T1 / IP Trunk
E1 / T1 Cards or Gateway if needed
DATA LINK
AGENT
USER INTERFACE
(Win 32)
SUPERVISOR
USER INTERFACE
(Web)
ADMINISTRATOR
USER INTERFACE
(Web)

10. Architecture > Basic Structure > Servers Description

11. Architecture > Workstations Requirements

12. Architecture > Connectivity Requirements

13. Deployment > Premise Based Contact Center
T1 / SIP
Trunks
REMOTE AGENT
REMOTE SUPERVISOR
AGENTS
SUPERVISOR
Systems Integration
REMOTE ADMINISTRATOR
REMOTE SITE
AGENT
PREMISES
@ HOME
CUSTOMERS
ADMINISTRATOR
PBX
Telephony
Integration
PSTN
Data Link
Application Server
Communication Server

14. Deployment > Cloud Contact Center
DATACENTER
• Servers
• Contact Center Software
• Tech Administration
• Security
Administrator
Data Link
Supervisor
Customers
PSTN
Agents

15. Deployment > Cloud Contact Center
DATACENTER
• Servers
• Contact Center Software
• Tech Administration
• Security
Administrator
Data Link
Supervisor
PSTN Customers
Agents
E1 / T1
Gateway

16. Cloud Contact Center > Virtual Contact Center
• Multi-tenant Technology
• High Availability
• Managed Services
• Remote Agents with site-blending capabilities
• Low bandwidth requirements: 40 kbps per Agent position

17. Call Center
Call CVeirntutearl
Virtual
Administration Resources
ADMIN
Carriers
IP Trunks
Digital
Trunks
DNIS
Telephone
Numbers
Licenses &
Services
Virtual Call
Center
Cloud Contact Center > Virtual Contact Center Provisioning

18. Cloud Contact Center > CC Operational Structure
Infrastructure
VCC VCC
Campaign Campaign Campaign
Geo Location A Geo Location B Geo Location C

19. Cloud Contact Center > Datacenter inConcert

20. Cloud Contact Center > Datacenter inConcert
Physical Server
Platform A
Main Storage A
Virtual Machines
Platform B
Main Storage B
BOCA RATON
Real Time
Replication
Backup Storage BR
MIAMI DOWN TOWN
Platform C
Main Storage C
Platform D
Main Storage D
Real Time
Replication
Backup Storage MDT
Batch Process Backup

21. Cloud Contact Center > Telephony Integration
BOCA RATON
VoipSwitch BR VoipSwitch MDT
Platform A Platform B
MIAMI DOWN TOWN
Platform C Platform D
PSTN

22. The End

23. CallBack Record
Hangup Hold Transfer Confer Send Digits
CONTROL INFORMATION

25. Administration
Aprovisionamiento

32. •ODBC
•TCP/IP
•Named Pipes
•XML – SOAP
•HTTP
•APPC LU2, LU 6.2
•E. 5250, 3270
•CICS
•Data Queue
Financial
Institutions
•ISO8583,
•SWIFT,
• CNAB
• EDI
RDBMS
•MS SQL
•Oracle
•Informix
•DB2
•Sybase
Mainframes / Minis
•IBM 390s
•AS 400
•RS 6000 – Unix
•Other
Application Servers
•COM/CORBA
•WEB
•eMail, Smtp/Pop3/Notes
•Existing Applications
MW Solutions
•IBM – MQ Series
•SunONE
•BEA Tuxedo
Workflow Engines
•Lotus Notes
•FileNet
•Others
CUSTOMERS
Contact Center
IVR
Dialer
Recording
Multimedia
Reporting
Middleware
SWIFT
Credit Card Authorization
Center
Carrier
AGENTS
SUPERVISOR
ADMINISTRATOR