The modern contact center is no longer only for voice calls. In fact, customers access the contact center via multiple forms of media and channels. Handling 3G and Broadband Video access, Internet IM (like MSN or Yahoo contacts), emails, fax, etc., is becoming necessary to meet the customers' needs. HP and Octon, based on HP OpenCall and HP OpenCall Media Platform, deliver the Next Generation Network (NGN) Multimedia Contact Center (MMCC) solution for both enterprise and carrier. Thus, with MMCC, enterprises can build their very own multimedia contact center, while carriers can provide on-demand hosted Contact Center Services to their subscribers.

MMCC consists of a suite of NGN systems including:

MMIP^C (Multimedia IP Centrex)
MMIP (Multimedia IP PBX)
IMMR (Interactive Multimedia Response) system
MMLS (Multimedia Log System)
MMIR (Multimedia Intelligent Router)
CMMI (Computer Multimedia Integration) system
iCare (Multimedia Agent Desktop Solution)
iWatch (Octon' s Reporting and Real-time Monitoring System)

Key Features

• One Media Platform, Multiple Solutions. Consolidating PBX, IVR, Recording and Conference features in one media platform (HP OCMP).
• High scalability and availability. Thanks to IP technologies, now enterprise operators can built a virtual contact center in multiple locations limited only by network access; all software systems can run multiple-node configurations.
• Hosted Contact Center Services. MMCC provides on-demand hosted Contact Center services not only for the enterprise but also for carriers.
• Web based Interfaces. All software systems' interfaces and maintenance and provisioning tasks are fully web based.
• Agent Desktop platform supports Windows, Unix, Linux and Mac OS.
• MMIP^C alone is a powerful and fully featured NGN Multimedia IP Centrex solution for Carrier.

Business Benefits

• Reduces the cost of ownership.
• Reduces maintenance cost.
• Enables rapid application development.
• Enables multiple contacts for both customers and agents.
  

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Please refer to the following section for the descriptions of the above exciting components!

MMIP

MMIP is the media processing manager that handles the contact channels. It has the functionalities of switch, VoIP, IVR and conference features. It supports both inbound and outbound dialing. MMIP is powered by the industry-best HP OCMP media server.

MMIR

MMIR is a multimedia and multi-channel intelligent routing manager. It has the intelligent routing rules which can meet all the needs for multi-site operations.

CMMI

CMMI manages data associated with particular agent applications to a contact like voice call. It also managed the availability of real-time and historical information provided by multiple networks, ACDs, IVRs, facsimile servers, business applications, and databases. The CMMI system is fully fault tolerant and supports an unlimited number of client connections, providing customers with a flexible, scalable CTI foundation.  

MMLS

MMLS is the multimedia log manager for service quality management. It is a centralized log repository that handles all types of media like voice, chat and video events land contact content for each contact center contact.

IMMR

IMMR is the automatic services response processing manager. It is an extended IVR processing with support of multimedia capacity. It can connect to MMIP to provide media processing services like multi-language Automatic Speech Recognition (ASR) and multi-language Text-To-Speech (TTS). This is truly revolutionizing self-services and automatic media services within the contact center. The true power of IMMR can be unleashed when combined with other Octon applications, as it enables new services.

MMCM

MMCM is the campaign manager for outbound campaigns. It supports multimedia like voice, fax, email and IMS. It enhances responsiveness and streamlines customer exchanges to deliver superior customer service. MMCM can automatically or manually generate campaign lists, place outbound calls, classify calls, and reserve agents with the necessary skills to handle that call.

iScript

iScript is a powerful tool that allows users to easily create, design, test (with MMIP simulator), and implement simple or complex multi-channel business communication applications.

iWatch

iWatch is the real - time monitor system and data logging system. It collects all the live information from all the sub-systems in the solution, and allows an administrator to monitor and control all registered components of the contact center.

iCare

iCare is the agent desktop environment. It is the Web application platform that provides a scaleable and cost-effective support infrastructure for any type of business application and allows the users to rapidly develop complex applications effectively and efficiently.

iReport

iReport can record all detailed status and behavior information of agents in iCare system, such as: login, input customer information, control the call, record service status, logout and so forth. Based on these records, iReport can create a statistics report.

iMap

iMap is an expansion tool of iBeat. It allows users to quickly search for a particular agent and view building floor layouts with visualized agent seating maps. Different colors are set to represent statuses of the agent. iMap is very convenient for the manager who wishes to locate an agent and know their status.

iBeat

iBeat is an online monitoring system that provides real-time status of agents, real-time activities of applications and system machines.

iConfig

iConfig is the administration and configuration tool. It can configure and manage iCare, CMMI, IMMR, MMIR, iWatch, MMLS, MMCM, and iFax in contact center.

Natural and Hassle-Free Multi-site Contact Center Support

Multi-site contact centers have been a big challenge in both technical and managerial aspects for management professionals. With Octon's MMCC contact center solution, and thanks to the powerful MMIP on media processing capacity, agents now can spread anywhere accessed by network. Agents located in different sites can be viewed as one single virtual center. Diagram 2 illustrates this operation.

Integration with Legacy System

In Octon, we understand that contact center systems are a huge investment; to replace an existent system would be costly. Therefore, when we design solutions for customers with existing TDM based contact center systems, issues of compatibility and capacity of integrating with the existing contact center systems becomes a main requirement. Diagram 3 illustrates a system that was delivered.

In Diagram 3, the client has an existing TDM Avaya system. We connected the system with MMIR via a peripheral proxy gateway developed for the popular Avaya ACD. Then a MMIP is added to service and connect the same MMIR through a different peripheral proxy gateway for the MMIP. By doing so, the two systems are integrated seamlessly and calls and call data for both systems can be transferred to and from at will.

The Benefits of Octon's Solution

Compared with the legacy TDM based system, Octon's solution can:

• Substantially reduce the system complexity by applying IP and advanced media processing technologies. As a result, the functions of switching, audio logging, IVR, and video can be realized by the media server with supports of a series of Octon's software.
• Easily expand agent seats and applications (services) in the Octon solution integrated contact centers. The multi-site operations and management are made as simple as a single one - in fact, it is virtually a single site. Contact center services can be set up anywhere accessible by the network.
• Enable rapid applications (services) development. With Octon's application integration iCare platform, applications can be developed as standard web applications with any of your favorite tools as you would develop for any other web services. The web applications can then be easily configured into the iCare platform. Time consuming tasks, such as integration with calls, are taken care by iCare platform.

The above features have an immediate effect in saving costs in both ownership and maintenance of a contact center, and allowing quick response time for new business needs.

In essence, our IP contact center solution is a plug and service solution which enables your network to be your contact center!