Cloud Contact Center

SAP
Cloud Contact Center

Allow your sales and support teams to work from any location, serving customers on voice or chat. No need for infrastructures such as servers or phones. Use our contact center software on a monthly pay-per-use base.

Get local support in your language from our engineering teams located in Switzerland, Morocco, Egypt, Nigeria, Kenya, South Africa, Pakistan, and India that implemented several dozen award-winning on-prem and cloud enterprise call centers.

Freeswitch, FusionPBX

Create winning customer service

Improve your customer experience (CX)

  • Allow your clients to call you from their phone or from their Webbrowser by using WebRTC voice, video and screen share
  • Enable clients to contact you  over any chat channel (SMS, FB Messenger, Whatsapp,..) with Hybrid Chat and automate with any Chatbot (Dialogflow, IBM Watson, Microsoft Botframework,..)
  • Automate voice calls with an IVR and optional virtual assistants such as Google Dialogflow or Microsoft Speech
  • Use ACD (automated call distribution) with Skill Based Routing
  • Reporting
  • Voice recording
  • SSO and LDAP integration
  • Use Microsoft Teams as an optional telephony client

 

Cloud Contact Center Features

The following features are currently available for Cisco Contact centers and are made available on-demand:

Secure cloud across Africa, Pakistan, India

While we use cloud services from major cloud providers in Europe, the Middle East, and South Africa, and have additional local POP and numbers with partners in Morocco, Egypt, Pakistan, India, Kenya, Nigeria, and South Africa. Contrary to other cloud providers, this means that your clients won’t experience a round-trip delay to servers in the UK or the US. Should international fibers to Europe or the US be impacted, the local POP will continue to operate without any impact on your customer service. With the cloud version, there is no need to install servers or purchase phone sets – all you need is a web browser.

We offer a managed hybrid solution, where you can choose whether calls and sensitive data (calls, recordings) remain on your premises or in your country (yellow servers below).

 

Phone numbers and SIP interconnect

Transfer your existing phone number or purchase new numbers from your local operator and interconnect to our solution via SIP or E1 trunks. We can also provide you with local phone numbers as a service.

If you are in a country where the use of VoIP is restricted, you can legally use our solution by using TDM/ E1 interconnections.

Calls from your customers are received via your local operator, and signaling requests are received at our central SIP servers. The actual calls are then forwarded to the (yellow) server (in the region, country, or on-prem), where they receive IVR announcements. From there, calls are routed to your agents (purple) that only need a web browser. In case of non-responsiveness, failure, or overload of a server, calls are automatically load-balanced to one of the other close servers for continuity, and agent connectivity is automatically balanced to the surviving server. You can mix on-prem servers for data privacy/ proximity/ low round-trip delays, and still use the Expertflow server farm as a failover environment.

System Requirements

The Cloud Contact Center runs on a multi-server deployment. No servers are required unless you wish to keep voice calls local on-premise. In this case, the below server can handle up to 1000 concurrent calls. Storage space for voice recordings needs to be added.

Hardware Requirements
Server Cores2 Cores
RAM4 GB
Hard Disk40 GB
Software Requirements
Operating SystemWindows Server 2008 and above
DatabaseMS SQL Server, Standard (for redundant setup) or Express, 2008 or higher