VoIP has bridged the divide that existed between voice and data communication networks: effectively providing enormous opportunity in the quest to move towards creating synergistic combination of voice (and telephony features), data (and productivity applications) and video onto a single network. These previously separate technologies are now able to share resources and interact with each other creating new efficiencies. This synergy has now been made more accessible - especially to end-users in small and medium enterprises, even individuals in emerging markets - with the advent of strong and feature-rich open source technologies built on open standards.

The Contact Center Suite

With three communication layers (voice / IM and live chat) back-ended by a Customer Relationship Management module, the Intelegent Contact Center Suite (CCS) offers you an extremely cost-effective and user-friendly way to stay in touch with your customers!

By employing a multi-tier architecture, the CCS allows you to choose precisely those modules that you require to get your call center kick-started and later on scale as your needs grow. The CCS cluster works equally well with VoIP and TDM circuits giving you a better value for money in terms of reusing resources wherever possible.

The very nature of the various components used in the CCS lends itself to setting up of solutions over a cluster of easily available and inexpensive computing hardware; thus not only reducing the total cost of investment but also ensuring high-availability with multiple levels of redundancy and load-balancing.

Sample setup (25 seat International Call Center):

The network diagram of an international blended (combination of outbound and inbound) call center is indicated below. Leveraging VoIP termination services delivered over standard leased lines saves point-to-point expensive IPLC charges.

The CCS cluster – accessible through a standards compliant browser and softphone – is served by a separate database server (cluster) ensuring high availability and scalability.