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Contact Center and CCaaS Overview

Puretok enables any Reseller to offer carrier class contact and call center service to any size business. Like all of the platforms in the Puretok ecosystem, the Contact Center as a Service (CCaaS) solution has been developed to deliver the highest quality experience to users without the need for significant investment.

CCaaS is an all-in-one virtual contact center suite that includes ACD with Call Queuing, self-service via Interactive Voice Response (IVR), predictive outbound dialing, recording, administrative tools, and extensive integration capabilities.

Puretok CCaS is a proven platform that has been deployed for highly reliable contact center services.

A few reasons why Puretok CCaaS is an ideal solution for resellers include:

-True multi-tenant architecture, sharing of resources over all tenants in the platform providing economies of scale and optimizing utilization of resources
-Operational efficiencies in single platform to supply and manage services to all tenants, with self-administration capabilities for individual tenants
-Distributed resilient architecture providing global scalability and high reliability to meet requirements for multi-node deployments
-Open interfaces and customization options on system wide or per tenant basis to provide tight integration options to allow for individual needs of different tenants
-Choice of agent deployment options with soft clients, IP phones or using traditional phones
-Flexibile and intelligent routing and handling of calls, ranging from simple skills based routing to complex interactive routing algorithms for larger tenants
-Integrated self-service IVR capabilities
-Integrated voice recording
-Strong predictive and preview dialer options for outbound campaigns
-Powerful real time monitoring and analytic reporting tools

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Contact Center and CCaaS Advantages

-New Revenue opportunity in the market, increase revenue per customer by providing advanced Contact Center-as-a-Service (CCaaS) to existing and new customers
-Offer value-add services, such as networking services, telephony (minutes) services, and professional services
-Enjoy differentiation in the market by offering full end-to-end services to your customers
-Increase ‘stickiness’ with your customers. Applications, such as contact center provide opportunities to develop high customer loyalty
-Address needs of a wide range of customers, from small-businesses to mid-market and large enterprises

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Contact Center and CCaaS Features

User Features

Account Codes
ANI/CLI Customizations
Anonymous Call Rejection
Authentication by Digest
Busy Lamp Field
Call Forwarding
Call Forwarding Always
Call Forwarding Busy
Call Forwarding No Answer
Call Forwarding Not Reachable
Find Me (multiple numbers)
Sync with Server
Call Logs (Inbound and Outbound)
Call Monitoring
Automatic Recording
Supervising Mode
Silent Monitoring
Call Notify
Call Pick Up
Call Pick Up Department
Call Pick Up Domain
Directed Call Pickup
Call Recording
Call Return
Call Status (Real-time in User Portal)
Call Transfer
Attended Transfer
Blind Transfer
Intercom Transfer
Transfer to Voicemail
Call Waiting
Calling Line ID Delivery Blocking
Calling Name Retrieval
CDRs
Charge or Billing Number
Client Call Control (API and User Portal)
Conferencing (Multi-Way Calling)
Convene Conference
Invite Attendees
Multiple Conference Rooms
Scheduled/Instant Conference
Web-based Setup
Device Auto Provisioning
Direct Inward Dialing
Directed Call Park
Directed Call Pickup
Diversion Inhibitor
Do Not Disturb
Sync with Server
Extension Dialing
External Calling Line ID Delivery
Hunt Groups
In-Call Service Activation
Instant Messaging (via XMPP or SIP SIMPLE)
Intercom
Internal Calling Line ID Delivery
Last Number Redial
Message Waiting Indicator
Music-On-Hold
System Default Music-on-Hold
Personalized Music-on-Hold
Phone Status
Presence
Intimidad
Selective Call Acceptance
Selective Call Rejection
Simultaneous Ring
Shared Call Appearance
Three-Way Call
Two-Stage Dialing
Video Telephony
Voicemail
Default Greetings
Customizable Greetings
Name Recording
Email Notification
Voicemail Forwarding
Forwarding to Email
User Portal (View, Save Delete)
Voice Messaging Group
Voice Messaging Call Back
Web User Portal
Contact List with Presence
Click to Call
Inbound Call Handling Rules
Screen Pops
Messaging

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Contact Center and CCaaS Uptime

The Puretok CCaaS platform uses always-available n-Share clusters co-located in geographically diverse data centers.

Most high-availability or n+1 redundancy schemes rely on a primary and failover node. In contrast, the n-Share system is Always Available. That means that we provide identical service across multiple locations in real-time. With seamless and transparent failover between nodes, service disruptions are avoided because customer connections are automatically transferred to any nodes available.

As network traffic grows, Puretok adds capacity by deploying additional n-Share nodes. Newly added nodes are added to the n-Share mesh and automatically become available to share call processing tasks across all nodes dynamically and with zero downtime. This means that we can expand to accommodate Reseller growth with zero impact on the availability of services to end users.

Where other high-availability schemes require the use of active and standby servers (with the standby servers left idle in readiness for a problem) n-Share creates efficiencies by dynamically distributing load across all available servers. This means that load can be dynamically shared across all connected nodes based on geographic distance from the user. Especially in cases where media-anchoring is required, this optimizes quality of service by ensuring voice and video payload will take the shortest path between the sender and receiver.