Voice over IP is an advanced voice technology used by contact centers. By definition it has revolutionized the Contact Center industry providing fundamental opportunities, functions and primarily major video integration.

VoIP and multimedia

Vocalcom has integrated with Intel latest VoIP offering, Avaya predictive dialer (HMP, Version 3.0) truly an innovative revolution in voice over IP and multimedia applications. This is the first entirely software based platform. The Avaya predictive dialer is the 1st full software IP plaftorm. Vocalcom can therefore provide its client with a modern up to date IP-PBX high capacity solution. Avaya predictive dialer is a specific solution developed to optimize all media processes on a standard high capacity server (SHV) without any Digital Signal Processing (DSP). Integrating HMP to the Vocalcom servers gives you a full IP Multimedia platform, efficient, stable and robust. HMP technology integrates with the OnXMedia server that manages all the communications channels: voice, email, chat co-browsing, fax, SMS and video. Allowing you to seamlessly deploy new medias giving you the ability to communicate with your clients over multiple medias.

Vocalcom integrates with SIP protocols, H.323 and Codec’s G.711, G.723 and G.729. Furthermore, compatible with all VoIP standard gateways that are available in today’s market. The agents can use a standard soft phone or the integrated soft phone provided by the Hermes.Net toolbar.
Nevertheless, connections to the public switched telephone network (PSTN) T1/E1is still available by adding specific telephony interface boards, developped to work with Avaya predictive dialer. There are therefore two different types of available architectures: full VoIP (Internal and external Telecom) or voice over IP. Using Avaya predictive dialer, your personnel can remain connected to your network remotely, receive emails, calls and other unified messages...

Flexible and Reliable

You have the ability to scale with the necessary software resources based on your needs and adapt to your growth and your current activities.

Today, Avaya predictive dialer allows you to use 240 to 600 simultaneous resources on one server with consuming 65% of the CPU (tested on a Dual Intel Xeon 3.6 GHz server with 50% of the CPU available for other applications). In order to accommodate larger platforms, Vocalcom has developed a way to virtualize the applications by distributing the load on multiple servers allowing the servers to performer faster and provide added security.

By using a load balancing architecture, Vocalcom guarantees the necessary stability to attain center up to 20 000 agents.
Host Media performs as peripheral device in kernel mode, using real time priorities from the Windows operating system. When Avaya predictive dialer initializes all the available resources are activated based on demand. The Avaya predictive dialer service therefore takes precedence over the CPU processes and is not impacted in the event of a 100% CPU peak even if other application are running on the same server.

This is why the Vocalcom's software architecture platforms have been developed with Avaya predictive dialer ( HMP_Master, HMP_M, HMP_C ) with fail over and disaster recovery capabilities. In the event were a component of the architecture is not available the system will automatically provide redundancy without interrupting service providing a global annual service uptime of 99,9%.

Hosting and multisite

Integrating Avaya predictive dialer technology to the Hermes.Net applications has truly enhanced the virtual call contact center industry.

From a centralized location you can deploy one or multiple sites, simply, rapidly and at a low cost. The deferent sites have the ability to share resources for a superior traffic management regardless of their location. The contact centers are therefore relieved from the recruitment and high turn over.

Nevertheless, the inter system remains fully secure and confidential. Different clients can simultaneously connect and work on the solutions at any giving time, allowing them only to visualize the campaigns and information that is related to them thus restricting them from other campaign information. This type of architecture is widely used by telecom operators and application service providers (ASP).

Vocalcom’s Virtual Contact Center technology includes remote capabilities on all our contact center medias: ACD, predictive dialing, scripting, CRM, supervision, browser based agent interface, appointment management module, etc...This Virtual contact center environment allows you to build or expand a contact center with sophisticated functionality with just PCs and a broadband connection.
Our Avaya predictive dialer VoIP voice solutions allow crystal-clear voice quality and every advanced contact center feature, without any local hardware, software, or additional phone lines.

Measuring contact quality and recordings

This revolutionary exclusive functionality allows you to statistically follow and view the quality of your contacts, your sales and your appointments based on talk time. Onxmedia provides a real time calculation based on the history of every campaign, average talk time in disposition with the status of the call. Furthermore, in the event where your contact rate doesn’t match your criteria’s you will be alerted by the system, you can then listen to your calls and make the appropriate changes for an optimal talk time. You can also record your calls based on your specific needs; by campaign, by final disposition or record part of the call; the agent, the client or both. These can easily be access and reviewed using a built in listening tool.

Costs Reduction

Avaya predictive dialer, call recording, playing message, fax management ressources are directly managed from the Avaya predictive dialer server, without specific boards anymore. The Ip network allows you to interconnect all your sites, reducing telecom coasts. With internal VoIP network, you don't need "double calbling" anymore. (mono site architecture)