IPCC – Internet Protocol Call Center is the next generation customer service, CRM tool. It is an extremely powerful and cost effective solution to improving quality of service, reduce operation costs, and optimize global resource management. These factors make IPCC an increasingly important tool in business.
Within the last two years, “Customer Service Centers” has been under rapid developing rapidly in telecom and financial areas. China Telecom, has begun its wide scale implantation of IPCC. Other sectors such as: banking, insurance, airlines, emergency services, etc. have are poised to migrate their existing PSTN, PBX systems to IPCC based “Customer Service Centre” approaches.
This new generation “Customer Service Centre” should maintain the following features:
- Make effective use of network physical resources and information resources
- Support various communication methods: PSTN, network land line, network mobile telephones, fax, VoIP, web, E-Mail, etc
- Support centralized, distributed customer service centre mode and universal, intelligent relation management, without having geographical restriction
- Rapidly integrate all resources of existing PSTN Calling Centers, support traditional, and IP Calling Centre network routing administration
- Provide fast and reliable routing and humanized customer interaction
- Provide monitoring and management tools to leading to effective data mining
- Provide smart interfaces, realizing the seamless integration
2 OneWave IPCC Operation Support System General Scheme
OneWave believes that the current trend will see PSTN rapidly replaced by VoIP. IP networks provide the most flexible, and cost effective method to integrate multiple streams of data, audio and video.
2.1 System Overall Architecture
Onewave’s system is based on CISCO AVVID platform, without using traditional PBX, IVR, digital phone, messaging; Onewave has developed a series of IP-based functional components, and integrated Cisco ICM and Cisco CIS products, along with Cisco LAN Switch\Router, Voice Gateway facilities.
Taking into consideration the business specialty of a customer service center, IPCC has preserved application system interfaces, such as OSS, OA, Accounting System and CRM System, etc. Using Workflow and SOAP technologies, it ensures to connect with different interfaces; guaranteeing changes to the interfaces would not substantially affect the system, and therefore realize rapid integration and fulfilling different requirement.
Overall Network Architecture of the OneWave Customer Service Centre System is as shown below:
- Onewave IPCC provides complete end-to-end solutions, from user access to business implementation, maintaining features as highly open, advanced, smart, extensible and highly reliable.
- Open system architecture – using ICM to control the whole customer service centre. It adapts with various products, like ACD, IVR, etc, which reduces the users’ cost, and facilitates the future system expansion.
- Open software and hardware platforms and interfaces- Provide the industry standard interfaces and development tools, such as CSTA, TAPI, JTAPI, ODBC, ActiveX, JAVA, etc, and also tolerate the third-party Standard-based programs. The high-efficiency development tools help reduce development cycle and rise the performance/price ratio.
- Adapt to development of multimedia application
- Integrate PTSN, Internet and VoIP technologies; provide users various contact approaches.
- Provide a series of standard modules, from the desk-top application system to the network control system. Establish different customer service centre upon users’ requirement according to different modules, reducing the dual development cycle
- Easy Scalability due to open network technology
- Support system extension from single-point to multi-point
- Easy to include new technology plug-ins through network protocols
- Smart and simple router control tools; Rapid and easy router editing via friendly user interface.
- Using PG to interface with other components, shielding different interfaces from different hardware/software module manufacturers
- Supports SS7 and IP architecture – Take advantage of SS7 powerful routing functionality, along with IP-based technologies, it controls calling related data transmission in multi-point customer service centre, realizing resource share and universal allocation of the multi-point customer service centre
- ICM (Intelligent Contact Management) is synchronized, allowing dual back-up, that is, when one PC is down, it automatically switches to the back up copy control unit to continue uninterrupted operation
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Filed under: Unified Communications
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