contact centers reinvented: introducing openacd
TRANSCRIPT
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moderator: martin steinmann
participants: jan-vincent liwanag, kristine mina, danna aduna
March 11, 2013 / Bentley University / Boston MA
Web Contact Center
1
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2 Presenter Team
Jan Vincent Liwanag Danna Aduna Kristine Mina
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1. Contact centers, like UC, move to IT and the Web
> Many of our customers asked for a basic but integrated call queuing capability
> Contact centers need to be connected to the browser for both callers and agents (WebRTC)
> A software application, fast and scalable yet simple to setup and use
2. Current solutions are too expensive
> Hardware centric proprietary solutions are too expensive
> Web standards replace proprietary CTI interfaces
> Multi-media w/ click-to-call and click-to-chat
3. Private cloud based product
> A product and not just a service
> Globally networked and scalable
3 It is time for a new solution that fits into an IT environment
WHY a New Contact Center Solution ?
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> Introduced at CoLab 2012 as a concept
>Our initial goal is unchanged
> Call and voicemail queuing with email and chat to follow
> Up to 500 calls in queue per server, up to 200 agents per server
> Complete set of core ACD features
> Modern Web gadget based agent / supervisor portal
> Initial set of real-time and sliding window statistics
>Project status
> Beta release coming up in Q2
> First GA release scheduled for Q3
> Talk to us about participating in the beta phase
Significant progress was made
Where are we with openACD? 4
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>Highly flexible queuing
> Skills based call distribution
> Configurable recipes for queue management
> Multiple clients can be served (multi-tenant)
> Designed for multiple media and multiple channels
> Individual agent skills, away or break codes, wrap-up time, call disposition
> Agent DTMF controls for operation without agent dashboard
> Implemented using Erlang, optimized for concurrency and distributed operation, MongoDB
>Standards based
> Standard SIP for calls
> Software only solution that can be clustered
Complete set of core features
Key Features of the Core openACD System 5
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>sipXecs / openUC integration
> Configuration via the sipXecs / openUC Web UI
> Unified account credentials
>Custom Agent and Supervisor UI
> Movable gadgets for agent and supervisor customization
> Tab separation for agent and supervisor gadgets
> Normal and widescreen layouts
> Supervisor management of active agents and calls in queue
>Other Features
> Real-time and sliding window statistics
> Configurable Client popups
> Mashup with other gadgets
A Fully Integrated Gadget Based UI
Agent and Supervisor Workstation 6
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Example
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Sample Set-up 8
TechSupport: Tech, English
Supervisor
Sales_English: Sales, English
Sales_German: Sales, German
AcmeTech Support
AcmeSales English
AcmeSales German
WidgetTech Support
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
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Sample Set-up 9
TechSupport: Tech, English
Supervisor
Sales_English: Sales, English
Sales_German: Sales, German
AcmeTech Support
AcmeSales English
AcmeSales German
WidgetTech Support
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
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Sample Set-up 10
TechSupport: Tech, English
Supervisor
Sales_English: Sales, English
Sales_German: Sales, German
AcmeTech Support
AcmeSales English
AcmeSales German
WidgetTech Support
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
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Sample Set-up 11
TechSupport: Tech, English
Supervisor
Sales_English: Sales, English
Sales_German: Sales, German
AcmeTech Support
AcmeSales English
AcmeSales German
WidgetTech Support
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
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Sample Set-up 12
TechSupport: Tech, English
Supervisor
Sales_English: Sales, English
Sales_German: Sales, German
AcmeTech Support
AcmeSales English
AcmeSales German
WidgetTech Support
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
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Demo
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Architecture
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Integrated with openUC
Powerful Distributed Architecture 15
External Systems
sipXecs Stack
Proxy Server
Media Server (FreeSwitch)
Configuration Server MongoDB (agents, queues, skills,
clients, etc.)
OpenACD
Statistics and Reporting
Agent Dashboard
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>Web UI is built on HTML/CSS/JS
>API built on JSON-RPC 2.0 and Events via WebSockets
>Gadget and Tab based UI for customizability and extensibility
Web UI and APIs for Agent / Supervisor Dashboards 16
Browser API JSON-RPC 2.0
Websocket
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Next Steps
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>Start Beta phase for the first release
>We will add incremental capabilities through the rest of the year
>Extending openACD to become able to fully replace existing formal contact
center solutions
> Historic reporting package
> IM integration for agent / supervisor communication
> Redundancy and scale: Clustered operation
> IVR frontend
> Cloud hosted or private cloud deployment options
> Distributed agent population (global queues)
2013 and beyond
Next Steps - Roadmap 18
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Demo Slides
19
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System > Servers > Call Center
Installation 20
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Features > Contact Center
Configuration 21
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Features > Contact Center > Agents
Demo Configuration 22
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Features > Contact Center > Lines
Demo Configuration 23
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Dashboard
Supervisor Session 24
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Managing agents and queues
Supervisor Session 25
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Log-in
Agent Experience 26
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Dashboard
Agent Experience 27
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Receiving a call
Agent Experience 28
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Call processing
Agent Experience 29