Confluencetech

The most annoying experience for a customer calling the contact center is to be put on wait for an indefinite period of time while being played a repetitive on-hold message. The worst-case scenario is when the call drops at the end of the long wait! It would be dreadful for the customer to call again and go through the same process. We call this scenario “ The vicious cycle”.

SmartQ is an advanced Queuing module and is specifically designed to address the Quality of service issues in a typical contact center solution.

• Reduce customer wait time by providing the option of call back while retaining the caller’s place in the live queue.
• Minimize abandoned calls by reducing wait time.
• Automatically Schedule a call back for abandoned calls due to network problems or other issues.
• Save costs on toll free numbers.
• Improve the overall customer satisfaction.

Confluence IP-PBX is an Appliance based Soft switch with built-in ACD and provides the necessary features and interfaces to address the needs of the Enterprise telecom infrastructure as well as the Contact center process.

The Confluence IP-PBX can be used as a standalone module as a PBX or as part of the Confluence IPCC suite to address the specific needs of a Contact center.

For Medium and Large Contact centers, the Confluence Soft switch can be installed on standard servers (HP, Dell, IBM) with telephony interface cards installed on the PCI slots of the servers or we can use dedicated Media Gateways for terminating the E1/T1 trunks (Dialogic, Audio Codes, Sonus, Sangoma) depending on the customer requirements.

The Confluence SMSC enables operators to handle increasingly growing demand for messaging services, including the ability to scale in order to withstand to message spikes. With the modular architecture provided in the Confluence SMSC, additional services such as mobile advertising, smart service triggering; SMS filtering (firewall) can be implemented together easily.

Apart from standard SMSC features, Confluence SMSC provides advanced features as listed below

Confluence SMSC has numerous options to communicate to the operator’s billing system or SCP.

• Diameter protocol is used to access operator’s prepaid/billing system
• Camel charging is carried out using the Camel protocol (over E1/SS7 or over SIGTRAN)
• Proprietary protocols supported by the billing system
• SMPP + (SMPP plus) - prepaid charging API for IN, which is an extension of SMPP with addition of some non-standard message types.
• On-line charging can be performed via HTTP/XML based Charging APIs
• Post Processing CDR

Signaling Module interfaces SMSC platform towards the mobile network using either SIGTRAN (M3UA) interface or E1/SS7 Narrow-band Signaling Link interface.

Signaling module’s SS7 stack complies with the following industry standard specifications:

• ITU-T Q.711-Q.714, Q.716, (SCCP)
• ITU-T Q.771-Q.775 (TCAP)
• ETSI GSM 09.02 / 3GPP 23.002
• ETSI GSM 03.40
• IETF Sigtran M3UA (RFC 4666)
• SCTP with Multi Homing Feature Capability (RFC 4960).

Confluence IP-PBX is an Appliance based Soft switch with built-in ACD and provides the necessary features and interfaces to address the needs of the Enterprise telecom infrastructure as well as the Contact center process.

Lync supports auto attendant features using Exchange Unified Messaging and Lync natively supports basic IVR features. However, complex IVR flows that are required in contact centers and other business process needs a full-fledged IVR solution.

LynConnect Advanced IVR is a Microsoft certified scalable, standards-based IVR platform from Confluencetech and can be seamlessly integrated with Lync

• Closely integrated with Lync enterprise voice telephony and is compatible with Microsoft Lync 2010 and 2013.
• Supports both DTMF and Speech recognition modes
• Ability to use Text to Speech or recorded prompts
• Ability to create from simple scripts to complex, multi-level scripts
• Integration provided through web-services
• Supports W3C standards like SRGS and SSML
• Based on emerging standards such as XML, creating entirely new menus, changing recorded messages, reporting, configuration or connecting it up to database, is just a few simple keystrokes away!
• Fault-tolerant architecture: with two or more IVR units, which can be used either in failover mode or in a load-balanced configuration
• Investment protection: LynConnect IVR works with your existing digital T1/E1 lines or SIP trunks. Our modular design makes it easy to add on capacity, while maintaining your existing infrastructure
• Hassle-free administration: LynConnect IVR uses easy-to-implement XML scripts, which can be changed in runtime.
• Outbound support – Automatic dialer included
• Call Transfer
• Speech Recognition & Text-to-Speech
• SMS/Email Features
• Supports integration with databases such as MS-SQL Server, Oracle, MySQL, IBM DB2.
• Supports integration with CRM’s such as Salesforce, Microsoft Dynamic CRM, Sugar CRM, vTigerCRM.
• ODBC compliant
• Multi-Language prompt support
• Key-ahead prompting
• Integration with SOAP/REST web services
• Compliant with VoiceXML 2.0/2.1

SMSbox is an application that when integrated with Oulook Express allows users to:

• Send and receive SMS from outlook
• Edit SMS and save SMS draft using outlook
• Look up and resolve phone numbers to existing outlook contacts
• Maintain different SMS folder to organize SMS
• Use Speller and proofing tools
• Cut and paste text from other applications
• Reply, forward, move messages to a folder just like emails
• Enable SMS alerts for calendar reminders, receipt of important emails, etc.