Enabling WebRTC with the Dialogic PowerVille Load Balancer

I am regularly asked questions from customers wanting to WebRTC-enable their existing or new deployments. If this applies to you, then why not make life easy for yourself and take a good look at the Dialogic PowerVille Load Balancer (LB)?  Whether you are looking to complement your existing solutions with WebRTC (Web Real-Time Communications) technology or deploy an exciting new service in your network, the PowerVille LB should be a key enabling technology in your solution.

WebRTC’s inclusion in the HTML5 web technology and adoption by major web browsers, such as Chrome, Firefox, and Safari, have certainly catapulted the technology into the mainstream.  It’s now considered an essential and mandatory component in any architectural toolkit when designing access mechanisms for solutions.  Customer interactions such as contact centres and customer care services are rapidly evolving to take advantage of the latest video and voice technologies, all integrated and wrapped up natively from within the browser.

The multifaceted PowerVille LB provides a consolidated ingress/egress point for both traditional telco and new ‘Web World’ uses.  The ability to integrate within your existing telco VoIP infrastructure provides an extremely powerful piece of enabling technology that can seamlessly fit into any size deployment.  The following high-level picture gives an idea of the PowerVille LB’s general usage in existing and new VoIP solutions when enabling WebRTC services.

Taking advantage of a plethora of mature and established JavaScript client libraries, many of which are open source, allows solutions to embrace WebRTC technologies in conjunction with the PowerVille LB.  Such technologies provide a perfect complementary partnership to utilise with existing and new SIP-based applications, as well as integration in service provider IMS environments.

The PowerVille LB is equally at home in non-VoIP environments when deployed as a pure WebRTC solution.  The ability to consolidate to a single ingress point and scale WebRTC solutions as required provides ultimate flexibility.  In conjunction with other key WebRTC concepts provided out-of-the-box, such as STUN and TURN services, the PowerVille LB becomes a ‘one-stop-shop’ for enabling solutions.

As you would expect from a product that continues to evolve with the rapidly changing technology industry, the PowerVille LB has a long-standing pedigree of cloud integration.  This includes support for generic OpenStack environments for deployment in compliant public and private clouds, as well as support for public clouds like Amazon’s AWS.  Such flexibility has resulted in Dialogic partnering closely as a trusted technology partner with many key customers to provide bespoke private cloud solutions when required.

For additional information on how the PowerVille LB can enable your solutions in a cost-effective, light-weight, and flexible manner, simply contact sales to discuss your solution needs.

Source: https://blog.dialogic.com/blog/enabling-webrtc-with-the-dialogic-powerville-load-balancer

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1.)

Auraya EVA Voice Biometrics Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o... (read more)Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers or switching applications to access OTPs can result in inefficient and cumbersome customer experience. Time is wasted trying to verify customers with insecure methods. EVA works in English out of the box but can be configured to work in languages other than English. Recognising what specific digits are spoken using EVA's native speech recognition is only available for the English language out of the box. EVA has additional capabilities such as real-time fraud detection and digital channel enrolment and verification options that can be turned on with customisation services from Amazon Connect consulting partners. If you are interested in these additional features, please contact an Amazon Connect consulting partner that is an authorised Auraya reseller partner.

2.)

Call Adapt Soundboard Software Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

3.)

CieloCX Voice to Digital Connect, Agent Guided Workflows Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues. Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues. Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution. Our Applications support en... (read more)Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues. Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues. Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution. Our Applications support entire journeys including automated alerts and notifications throughout the time to resolution. Applications include Order Status Chatbots, Product Returns with Refund Workflow, Product Registration, and Exchange Smart Forms, Patient Pre-Visit Consent with Touch Screen Signature, Personal Lending with Proof-of-Income Image Capture, Knowledge Base, and How-to-Video Troubleshooting. We provide a scalable set of SMS applications designed to help you rapidly deploy new journeys of any size with no impact on IT resources.

4.)	Cognigy Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.)

Consilium Software Consilium UniCloud™ UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C... (read more)UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (CCX, UCCE, and PCCE), communications managers (CUCM), voicemail (Unity Connection) and IM & Presence by up to 85% which leads to the faster onboarding process for a new customer. A Self-Care portal within UniCloud™ is effectively managing services specific automation of MACDs (moves, adds, changes and deletes) allowing end-users to perform Day-2 related tasks of their own while reducing the basic operations workload of support teams. Consilium UniCloud™ enables enterprises and service providers to manage and automate the delivery of Cisco-based Unified Communications as a service (UCaaS) and Contact Center as a service (CCaaS) offerings using single, centralized management and easy-to-use administration interface, with role-based access providing granular control over permissions, limiting potentially unauthorized or inadvertent transactions. With its unified portal for UC and contact center provisioning, multi-tenancy and single-pane-of-glass views and tools, UniCloud™ introduces turn-key efficiency in onboarding new customers, provisioning of users, agents, teams, skill groups, and devices, or their migration from non-Cisco platforms to Cisco, and also provides centralized management and monitoring.

6.)	eGain Corporation eGain Solve Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.)	Emmersion Automated Language Testing Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.)

OpsTel Services SPEED & PLUS The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Perfor... (read more)The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Performance Monitoring & PLUS provides a single interface, where operations teams no longer have to rely on HR, IT or any other organization to administer agent profile data across multiple technologies in the contact center. The PLUS solution allows for simplified provisioning & maintenance of agent profile data reducing processing time from days, weeks or months in LESS THAN 10 MINUTES! The PLUS features: *Agent Provisioning Cycle Time Reduced from Days/Weeks to 10 Minutes or Less *Fully Automated Agent Onboarding / Updating / Maintaining / and Offboarding of Agent Profiles (Identity, Access, Utilization) *Overlays and Enhances Existing Contact Center Solution Set *Enables Operations Staff to Maintain all Aspects of Managing an Agent’s Profile through “Single Pane of Glass” *Supports Multi-Faceted Agent Profile Attribute Configuration Requirements; e.g. Union Rules, Seniority Dates, Etc. *Detailed Agent Profile Audit Trails

 

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