contact centers reinvented: introducing openacd

moderator: martin steinmann

participants: jan-vincent liwanag, kristine mina, danna aduna

March 11, 2013 / Bentley University / Boston MA

Web Contact Center

1

2 Presenter Team

Jan Vincent Liwanag Danna Aduna Kristine Mina

1. Contact centers, like UC, move to IT and the Web

> Many of our customers asked for a basic but integrated call queuing capability

> Contact centers need to be connected to the browser for both callers and agents (WebRTC)

> A software application, fast and scalable yet simple to setup and use

2. Current solutions are too expensive

> Hardware centric proprietary solutions are too expensive

> Web standards replace proprietary CTI interfaces

> Multi-media w/ click-to-call and click-to-chat

3. Private cloud based product

> A product and not just a service

> Globally networked and scalable

3 It is time for a new solution that fits into an IT environment

WHY a New Contact Center Solution ?

> Introduced at CoLab 2012 as a concept

>Our initial goal is unchanged

> Call and voicemail queuing with email and chat to follow

> Up to 500 calls in queue per server, up to 200 agents per server

> Complete set of core ACD features

> Modern Web gadget based agent / supervisor portal

> Initial set of real-time and sliding window statistics

>Project status

> Beta release coming up in Q2

> First GA release scheduled for Q3

> Talk to us about participating in the beta phase

Significant progress was made

Where are we with openACD? 4

>Highly flexible queuing

> Skills based call distribution

> Configurable recipes for queue management

> Multiple clients can be served (multi-tenant)

> Designed for multiple media and multiple channels

> Individual agent skills, away or break codes, wrap-up time, call disposition

> Agent DTMF controls for operation without agent dashboard

> Implemented using Erlang, optimized for concurrency and distributed operation, MongoDB

>Standards based

> Standard SIP for calls

> Software only solution that can be clustered

Complete set of core features

Key Features of the Core openACD System 5

>sipXecs / openUC integration

> Configuration via the sipXecs / openUC Web UI

> Unified account credentials

>Custom Agent and Supervisor UI

> Movable gadgets for agent and supervisor customization

> Tab separation for agent and supervisor gadgets

> Normal and widescreen layouts

> Supervisor management of active agents and calls in queue

>Other Features

> Real-time and sliding window statistics

> Configurable Client popups

> Mashup with other gadgets

A Fully Integrated Gadget Based UI

Agent and Supervisor Workstation 6

Example

Sample Set-up 8

TechSupport: Tech, English

Supervisor

Sales_English: Sales, English

Sales_German: Sales, German

AcmeTech Support

AcmeSales English

AcmeSales German

WidgetTech Support

WidgetSales

Acme Inc

TechSupport380

SalesEnglish381

SalesGerman382

Widget Corp

TechSupport370

SalesEnglish371

SalesEnglish372

Callers

LINES QUEUES

AGENTS

Sample Set-up 9

TechSupport: Tech, English

Supervisor

Sales_English: Sales, English

Sales_German: Sales, German

AcmeTech Support

AcmeSales English

AcmeSales German

WidgetTech Support

WidgetSales

Acme Inc

TechSupport380

SalesEnglish381

SalesGerman382

Widget Corp

TechSupport370

SalesEnglish371

SalesEnglish372

Callers

LINES QUEUES

AGENTS

Sample Set-up 10

TechSupport: Tech, English

Supervisor

Sales_English: Sales, English

Sales_German: Sales, German

AcmeTech Support

AcmeSales English

AcmeSales German

WidgetTech Support

WidgetSales

Acme Inc

TechSupport380

SalesEnglish381

SalesGerman382

Widget Corp

TechSupport370

SalesEnglish371

SalesEnglish372

Callers

LINES QUEUES

AGENTS

Sample Set-up 11

TechSupport: Tech, English

Supervisor

Sales_English: Sales, English

Sales_German: Sales, German

AcmeTech Support

AcmeSales English

AcmeSales German

WidgetTech Support

WidgetSales

Acme Inc

TechSupport380

SalesEnglish381

SalesGerman382

Widget Corp

TechSupport370

SalesEnglish371

SalesEnglish372

Callers

LINES QUEUES

AGENTS

Sample Set-up 12

TechSupport: Tech, English

Supervisor

Sales_English: Sales, English

Sales_German: Sales, German

AcmeTech Support

AcmeSales English

AcmeSales German

WidgetTech Support

WidgetSales

Acme Inc

TechSupport380

SalesEnglish381

SalesGerman382

Widget Corp

TechSupport370

SalesEnglish371

SalesEnglish372

Callers

LINES QUEUES

AGENTS

Demo

Architecture

Integrated with openUC

Powerful Distributed Architecture 15

External Systems

sipXecs Stack

Proxy Server

Media Server (FreeSwitch)

Configuration Server MongoDB (agents, queues, skills,

clients, etc.)

OpenACD

Statistics and Reporting

Agent Dashboard

>Web UI is built on HTML/CSS/JS

>API built on JSON-RPC 2.0 and Events via WebSockets

>Gadget and Tab based UI for customizability and extensibility

Web UI and APIs for Agent / Supervisor Dashboards 16

Browser API JSON-RPC 2.0

Websocket

Next Steps

>Start Beta phase for the first release

>We will add incremental capabilities through the rest of the year

>Extending openACD to become able to fully replace existing formal contact

center solutions

> Historic reporting package

> IM integration for agent / supervisor communication

> Redundancy and scale: Clustered operation

> IVR frontend

> Cloud hosted or private cloud deployment options

> Distributed agent population (global queues)

2013 and beyond

Next Steps - Roadmap 18

Demo Slides

19

System > Servers > Call Center

Installation 20

Features > Contact Center

Configuration 21

Features > Contact Center > Agents

Demo Configuration 22

Features > Contact Center > Lines

Demo Configuration 23

Dashboard

Supervisor Session 24

Managing agents and queues

Supervisor Session 25

Log-in

Agent Experience 26

Dashboard

Agent Experience 27

Receiving a call

Agent Experience 28

Call processing

Agent Experience 29