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Nerd alert! For a while I’ve postponed my chance to geek out about one of the latest buzz words in the telecom industry. Over the last few years, the telecom industry has been rampant with technical terms such as virtualization, network functions virtualization (NFV), orchestration, and lately containerization. Salespeople throw terms around like there is no tomorrow in hopes of getting prospects engaged and excited about their products. One term that is trending now is microservices architecture (MSA). Now, I did say I was going to geek out, but I promise not to get too technical, so hopefully, you will make it to the end of this blog.
In general terms, MSA involves separating each platform/software functionality into a container that runs on its own. What is the point on that, you ask? Well, let me give you a typical example. A Unified Communications platform (UC) supports multiple features such as calling, conferencing, collaboration, and instant messaging. Imagine that you have a surge in video conferences; the typical UC platform uses a monolithic architecture such as a Telephony Application Server (TAS), which runs all the services. So, the peak in video conferencing will basically cause the entire platform to run out of hardware resources affecting everything else. The only way to address this issue is to increase the hardware resources of the platform as a whole, even if the other services do not require additional resources. MSA allows you to separate all these functionalities into separate containers and scale them independently, allowing much better use of your hardware resources. This is a basic example, which actually does little justice to all the benefits of MSA, but it’s a practical one.
Looking at it from a different perspective (a less geeky one), MSA also offers an exciting business opportunity. If all services on your platform are interfacing using standard APIs, then you could slice parts of it and provide those as individual services. Again, using a UC platform as an example, you can take the conferencing microservice and allow your customers to build their own conferencing client and interface only with this specific container. The same applies to calls or instant messaging. Thus, MSA can enable offering both a turnkey application, such as UC, or simply selling the “sliced” services. Another MSA advantage is that each service is agnostic and performs a limited number of tasks without interfering or being affected by the others. This isolation enhances the capability to monitor, troubleshoot, and manage individual containers.
To get more specific, and still looking at MSA from a business perspective, the Dialogic® BUZZ™ UC platform is a great example of MSA in action. A customer may initially purchase Dialogic BUZZ to be used as a UC platform, and can also offer UC as a Service (UCaaS) to their customers if desired. Simultaneously, they could reuse the same platform and turn it into a Communication Platform as a Service (CPaaS). This flexibility will allow our customers to diversify their offer and above all, give them the ability to innovate on their own. The microservices distributed architecture is a crucial enabler for this business model and the reason why Dialogic chose to take this path. From a technology vendor perspective, MSA will also allow Dialogic to continue innovating and adding functionalities without disrupting the existing deployment. New features become new microservices, which are seamlessly added. It’s a DevOps dream! (There I go again, getting carried away.)
These are exciting times. Dialogic recently released Dialogic BUZZ 4.0, which leverages a partial microservices architecture. Over the last few months, we have been turning BUZZ into a full MSA-based platform. This migration process continues, and our customers will continue to reap the benefits. Dialogic BUZZ has become simpler to install, manage, and scale – and soon will also allow customers to monetize it in different ways. While we are in this process, we are already planning the next step – enhancing the microservices to a full "Service Mesh" topology. But that's a story for another day…
NobelBiz OMNI+ NobelBiz’s latest product, the OMNI+, is a state-of-the-art contact center software that allows companies – regardless of the number of employees – to offer more efficient, standardized solutions to their clients. With OMNI+ you can manage your accounts on all popular platforms (from voice, to email, social media, and web chat) using a single browser. The software also offers effortless navigation between communication mediums and all customer interactions can be easily monitored by supervisors without interfering in their agent’s work. As far as integration goes, the product can be installed and ready to use in maximum 72 hours and can easily be overlaid in pre-existing infrastructures.
Accordia Solution CIS Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with... (read more)Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with the expectations of your customers while driving your employees' productivity and controlling your operational costs.
Are you ready to provide exceptional customer experience?
The Arise Platform Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat... (read more)Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case features Integrating all contact channels into one CRM interface, combined with time-saving features like field auto-complete, ensures agents can work cases quickly and effectively.
- Customer profile and history Show agents relevant customer information, like location, loyalty status, and interaction history, right on the CRM case screen.
- Next best actions With suggested next actions like case codes, responses, and enclosures, even your newest agents can work cases with confidence.
- Built-in knowledge Astute’s integrated knowledge engine lets agents quickly find answers to any question – without having to leave the case workflow.
CCaaS, SIP Trunking, SD WAN, Interconnectivity Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes: CCaaS: Talk Desk, Five 9s, Nice, Genesys and more SIP Trunks: Many Global Providers to lower cost and improve operational efficiency SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility. Our service are at no cost to our customers. We look forward to meeting you!
PH: 800-886-9199
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Call Center Studio
Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer
Say... (read more)CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer
Say goodbye to internal IT concerns, hardware costs, and service downtime with our cloud-based softphone. Everything your team needs to succeed and scale is on their computer or smartphone. Our UCaaS platform grows with you, with flexible month-to-month agreements and no price-per-head or user costs. You can manage remote staff, access virtual voicemail, and forward calls to any device around the world.
From AI - WFO and everything in between! Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
Dialfire Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
contactSPACE Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
𝘀𝘁𝗼𝗿𝗺® Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
CSX Cloud CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
Edify Huddle Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.
Envision Click2Coach WFO/WEM Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.
For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience... (read more)Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.
For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience by turning data from customer interactions into action, making an intelligent impact on your business that leads to exceptional customer experiences. We are proud to help record, analyze and improve millions of customer interactions every day.
Microsoft Teams Contact Centre Geomant is enabling organisations to extend the power of Teams even further, to customer interaction with our Buzzeasy Contact Centre. Buzzeasy is a native Teams application that enables Teams users to handle customer interactions effortlessly, across multiple channels including voice, email, webchat and the most popular messaging platforms, such as Messenger, WhatsApp, Viber, etc. By adding Contact Centre functionality to Teams, it becomes an all-in-one collaboration and communications platform not only for internal communications, but for customers as well, in an easy and cost-effective way.
uContact uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound) - SMS, Email & Webchat in a Unified Inbox - A Call Center Designed CRM - Completely Customizable Reporting - Gamification - Recording - Voice Broadcasting - Quality Control - Live Coaching (Spy, Whisper, Collaborate) - Many More Features & an Open API.
Intelligent Contact Center Suite The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing. Key ROI metrics: • 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls • Answering Machine Detection rates averaging 85-92% • Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery. Core features • 100% TCPA-compliant auto dialer platform • Unlimited line capacity and instant scalability • Call recording and data storage (included) • No agent s... (read more)The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing. Key ROI metrics: • 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls • Answering Machine Detection rates averaging 85-92% • Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery. Core features • 100% TCPA-compliant auto dialer platform • Unlimited line capacity and instant scalability • Call recording and data storage (included) • No agent seat fees (ever) • Modern user/admin interface (create campaigns/ IVRs in minutes using sliders, drag-and-drop, checkboxes, and visual, contextual menus) • Agent Screen Pops / Dynamic agent call scripts with decision trees • Integration with payment gateways, CRMs, collection software, speech analytics • Stealth voicemail drops, automated text-to-speech, outbound IVR campaigns • Payment IVRs, P2PE integration, DTMF masking Intelligent Contacts maintains the highest level of data security and undergoes year-round 3rd party auditing and penetration testing of all production and testing environments. • Level 1 PCI-DSS Certified Level 1 Service Provider • Type II SOC 2 & SSAE 16 Type II Certified • HIPAA compliant and HIPAA HI-TECH certified
Technology Acquisition Consulting L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
Megadialer Increase the efficiency of your agents and generate a higher volume of effective calls saving time and money. How it Works With Megadialer you can choose the most appropriate dialling method for your campaign: previous or predictive.
Easy to Use Interface: Modify campaigns to suit your business
Customizable Campaigns: Numerous modules that will make your management easierl
Real-Time Analytics: Control all processes in the MegaDialer interface in real-time
All our rates include: Instant Call Reports On-Demand Recording Call Supervisor Call Layout after Completion Your Own Caller ID Call Monitor Automatic Re-Calls Automatic sending of Mails Incoming Call Management Real-time Activity Panels Call Lists for Agents Different Levels of Administration
15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!
100's of best practice tips and ideas from contact center professionals Read More...
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Nerd alert! For a while I’ve postponed my chance to geek out about one of the latest buzz words in the telecom industry. Over the last few years, the telecom industry has been rampant with technical terms such as virtualization, network functions virtualization (NFV), orchestration, and lately containerization. Salespeople throw terms around like there is no tomorrow in hopes of getting prospects engaged and excited about their products. One term that is trending now is microservices architecture (MSA). Now, I did say I was going to geek out, but I promise not to get too technical, so hopefully, you will make it to the end of this blog.
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