OneContact CC is a multimedia, OMNI Channel contact center solution, IP-based, offering a complete and integrated communications management for voice, video, email, instant messaging, and social networks (Facebook and Twitter).
Its architecture is based 100% on SIP standard and meets the needs for a more flexible, scalable and profitable contact center. Fully developed by Collab, this multimedia suite allows the existence of several contact centers connected in a distributed model. The OneContact ensures the implementation of new business models, such as hosting and co-sourcing – reducing total cost of ownership compared to traditional applications.
OneContact is a multimedia IP Contact Center solution for voice, video, e-mail and instant messaging communications. OneContact was developed using SIP (Session Initiation Protocol), the standard for multimedia communications. Its based architecture makes it future-proof and allows for easy integration with hardware and software components from multiple vendors.
On the server side, OneContact’s main components are OneProxy, the Back2Back User Agent, the Intelligent Router, Outbound List Management (Automated Dialer), and Statistics and Provisioning. On the client side we have four graphical user interfaces: OneAgent, OneSupervisor, OneAdmin and OneDeployer.
In this IP Contact Center architecture, agents and supervisors may be located anywhere, linked through an IP connection. With this architecture, they are not limited by geography, i.e. they can be located in multiple sites, with remote supervision, while keeping a single queue per service and centralized management.
With OneContact, the contact center service can be offered in a Hosted model, as a network service. In the Hosted model, the Network Service Provider (usually a telco) provides the contact center infrastructure and functionalities to enterprises linked to its network. These corporate customers do not need to invest in dedicated software and hardware – its agents are linked to the contact center infrastructure, owned and managed by the NSP, through an IP link. OneContact supports media servers in remote sites connected over the internet. This allows supervisors or business administrators to listen and manage recordings stored in a remote site. The Compressor Service functionality allows to convert, move and delete files between different sites. A mechanism to upload media files over the Internet allows business administrators to upload files for all sites associated with their instance.
The software and hardware architectures are fully redundant, with no single point of failure, delivering an always-on solution.