Multi-Tenant Contact Center

Providing a SaaS solution at scale is more about change management than what sort of redundancy or virtualization you choose. In the CCTR (Contact Center) spectrum of the market a Cloud solution has to be highly flexible and adapt to ever changing environments. While some enterprise CCTR deployments might appear on the “face of it” to be similar, likewise CRM or telecom, each will have unique IVR structures, agent topologies, and skills based routing that differ. This of course means if you want to provide a Cloud based CCTR offering the reality is each and every instance or customer will have unique configurations that demand a multi-tenant platform.

datacenter-01-01Often times we find in the data center many “solution applications” which are intended for a single “domain” or company because the architecture is simply not a platform with multi-tenancy capabilities. Problems begin for managed services for even single enterprises as the grow and demand solutions that can segment yet provide a system image of the organization. Good example of that is expansion internationally, or mergers with new requirements. With that in mind, the work around it deploying an instance of a server for each domain. Many if not all major VoIP backends are like that, making complex VoIP applications with any significant IVR or web logic more difficult to support as a Cloud system for 1,000’s of clients.

A true hosting platform would have the ability to define realms (domains) each of which having their own administrators and users as a core function. Further, a hosting platform will also have an architecture that can mange multi-telcos with parallel billing and redundancy. At CommuniGate Systems we take it even a step further and enable each container to have its own brand and applications that run independently of other domain realms, yet run on that same “CGatePro system image”. That way fully white label, yet manageable at extreme scale with thousands of domains on a single Dynamic Cluster image.

CommuniGate Pro was built for hosting and has a full programming environment that delivers capabilities at scale no other Contact Center solution for application hosting providers can match. What this means is that you can have applications built for HealthCare running while also servicing FinTech needs with completely different applications all running on one Dynamic Cluster as a Cloud platform. Now, as change management comes into play, machines and applications can be changed with no downtime. Yeah, zero downtime is really how a Cloud solution should perform. Users do not want hear about “being offline on the weekend for maintenance”. Unfortunately many of the large Cloud based systems out there today simply do not provide uptime that a hosting platform must have.

Have a read about how this all works in our PDF

 

CGate Multi-tenant platform

Reducing fraud one finger at a time

The top security issue banks and financial departments have today is prevention of fraud at the contact center. Conversely, for us consumers calling into get support or discuss payments with a billing center is painful. The IVR hell and hoops agents make us go thru is time consuming and frustration galore. With all the tricks of fraud today, we are asked to say not just ever more complex passphrase info, but we are now asked to reveal personal info too. Like what we like or not.

Our mobile loyalty app framework is a turn key solution that reduces pain in identity or transaction approval challenges, while delivering a robust anti-fraud system. It works like this. When you call into the Contact Center and identify yourself with traditional means or by the caller ID of the phone you are using the agent can send a push notification to your Biometric enabled device. This device is registered to you, and will be promoted to scan your finger. Upon a successful Biometric conformation on the mobile device the Agent is informed that you are indeed whom you claim to be.

The same mechanism can be used for transactions or alerts. Couple examples of that are stuff we see more and ore of these days. Like your credit card being blocked because of suspicious activity and having to either call into the bank, or click things off an email or SMS. But also just like you can make purchases in the Apple iTunes store, imagine now you can also approve transactions while on a call with billing department or bank teller.

 

Biometrics poster ainimated faster