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IP-Based Call Center

Today’s fast-changing business world demands companies to enhance their services. Becoming a reliable partner of the customer and doing it cost-effectively becomes more important than ever before.

The convergence in telecommunication and computer network technology finally leads to the concept of Computer Telephony Integration (CTI). Because of the relatively low-cost, flat-rate Internet fee, Computer Telephony Integration (CTI) offers a cost-effective way for voice communication.

Vocarity IP Interaction Center is an Internet Protocol (IP)-based Call Center, that use single data/computer network to carry voice conversation and data. This state-of-the-art of Computer Telephony Integration (CTI) technology offers low maintenance cost over the conventional call center. This technology also offer more flexibility to get contact to the customer via email, voice, video and text chat in addition to the regular telephone call.

Vocarity IP Interaction Center consists of 3 components: Vocarity NetStream, Vocarity Interaction Center, and Vocarity AgentPoint.

  1. Vocarity NetStream, acts as gateway between PSTN to call center’s Local Area Network (LAN). It works by converting the voice conversation to IP packet, enabling conversation via LAN. Vocarity NetStream also acts as IVR server, with script-based application programming enabling the company to deploy services immediately and cost effectively.
  2. Vocarity Interaction Center, performs Automatic Call Distributor (ACD) function, that is, routing incoming calls to available call center agents. This Vocarity Interaction Server also do the agent management functions.
  3. Vocarity AgentPoint, acts as an user interface between call center agents and the whole system. Using this screen pop, web-based application, a call center agent can access the company database, handle inbound calls and perform outbound calls effectively.

Features:

  • Flexible. Voice and data convergention allows call center to handle phone call, internet voice call, email and text chat. With this IP-based system, other IP-based applications like Voice Conference, Unified Messaging System (UMS) can be implemented without additional hardware.
  • User Friendly. Web-based screen pop-up applications for agents and supervisors.
  • Cost Effective. Voice communication on low-cost, flat-rate Internet fee. Plus, reduction in network overhead cost by using only one kind of network (data network), instead of two networks (phone and data).
  • Advanced Routing. Powerful, skill-based, call routing capability on Vocarity Interaction Server module.
  • Customization. Fast script-based development suited to your business needs.
  • Affordable. Only agent workstation required to add more call center agents. Simply asking for Vocarity IP Interaction Center and Vocarity AgentPoint license addition.
  • Scalable. Unlimited number of agents.
  • Controlled Sound Quality. Using managed IP network, sound quality is as clear as a PBX-based or PC-PBX-based call center.
  • Collocation Enabled. Vocarity IP Interaction Center allows a call center to be conducted in several different locations, all connected by data network, such as VPN (Virtual Private Network). No additional software or hardware (PBX, ACD, etc) required for the new location. Easy management of distributed call centers from one place.
  • Comprehensif Statistical & Management Reports. Create custom or standard reports using standard report generators (ODBC/SQL compliant) for statistical and management purposes.
  • Business Opportunity. Partner with international & interlocal VoIP Service Provider to provide Terminating Gateway in certain locations to enable VoIP calls. This will reduce interlocal & international phone bills without minimum investment.

Technical Information

  Vocarity VoIP Gateway Vocarity IP Interaction Server Vocarity Agent Point
Server Client
Computer Industrial Computer
Dual Xeon 3.0 GHz
Memory 1 GB
80 GB HDD
Ethernet 10/100 Base-T 		Dual Xeon 3.0 GHz
Memory 1 GB
80 GB HDD
Ethernet 10/100 Base-T 		Pentium IV
Memory 256 MB
Ethernet 10/100 Base-T
Web Server 		Pentium IV
Memory 256 MB
Ethernet 10/100 Base-T
Windows 2000 or
Windows XP
Telephony Board
  • E1 Interface
  • Analog Interface
  • ISDN BRI Interface
 No Telephony Board Required


Configuration