CCAAS Upcoming Release
Cost Reduction and Efficiencies in the Cloud
Cloud applications in particular CCaaS (Contact Center as a Service) offer the most adaptable and financially affordable route to world class customer service provision.
Sharing infrastructure securely and removing expensive and often unnecessary hardware will save any business both time and money as well as improving performance.
ContactQ will run as a Docker container to facilitate optimized resource utilisation for hosting.
Containers use OS level virtualisation and enable a single OS host to run multiple ContactQ systems side-by-side without directly affecting one another.
Containers enable the packaging of the Contact centre software together with its dependencies, providing isolated environments for each system instance. This separation allows container-based applications to be deployed more efficiently and consistently, irrespective of whether the target environment is a private data-center or public cloud.
Whilst Virtual Machines (VMs) offer a similar ability to run multiple instances, VMs virtualise the physical hardware stack from the bios up and run a complete operating system including the kernel, thus requiring more system resources for each running instance.
Containers on the other hand can utilize one machine, share its kernel, to virtualize the operating system and run isolated application processes. This makes containers extremely lightweight, and flexible to deploy.
Integrated Softphone – WebRTC
CCaaS deployment differentiates itself by offering immediate access to Contact Center functionality regardless of your agent location.
The Integrated Softphone feature will provide an embedded softphone WebRTC voice client as an inherent component of both variants of the agent console, for both inbound and outbound telephony.
It will enable users to make web-based voice calls as an alternative to traditional VoIP softphones or hard phones and mobiles, with the same telephony feature set.
Users that log into the system will be able to make and receive calls directly in the Agent Console without the need to run an additional softphone or access a physical phone. Integrated softphone enables CCAAS and remote workers to begin working immediately without the need for hardware / software installation, or complex and maintenance intensive configuration.
Key features include:
- Agent Console Built-in Softphone
- New WebRTC extension type
- Runs in both Agent Console Web and Desktop versions
- WebRTC Extensions Configurable in Administration Console
- Assign WebRTC extensions to users to simplify system login
Agent Console as An Application
The Agent Console was initially designed to run in a browser, and it will now additionally run as a separately installable application. It combines the benefits of both user browser accessibility and application independence.
Running the Agent Console as an Application enables support for native integration and application behaviour that would otherwise be restricted due to browser security.
Key features include:
- Pop to fore on alerting calls
- Maximize on alerting calls
- Ability to run external applications on alerting calls
- Auto-update option when version change is detected
- Download from Admin Console
- Clipboard dialling based on number pattern detection (configure and enable)
- Runs on Windows, and MacOS
- Tray App functionality
- Pre-configuration to facilitate deployment
- Open URL in default browser for screen-pop (where available)
- Resizable interface
- Visual improvements including High Vis Statistics
New Administration Console
Updated Administration Console that provides an experience consistent with the UI framework of Agent Console. This packages all ContactQ user interfaces to simplify access further and subsequently enhance productivity.
Additional functional improvements including:
- Users will be able to be assigned more granular permissions for specific features using a class of service, which offers a significant improvement over the existing role-based method.
- Single interface for agents
A new Call Flow Editor that provides a modernised user experience. The application will be available as a browser-based component within the Administration Console.
It shares the UI framework of the Agent Console.
Improvements for remote workers, which have been highlighted during the Covid-19 pandemic and its impact on all our lives.
Initially acceptance of home working omissions and anomalies are being replaced already with customer demands for immediate and comprehensive service.
APIs for Integration – documentation published to Braxtel developer partner website at https://developer.brax.tel