OMl as a Contact Center integrated to a PBX based on SIP

OMniLeads is ideal for companies that demands typical Contact Center features, that PBX systems does not fulfill by its own nature. For that reason OMniLeads emerges as an alternative for complement these PBX system, from an independent instance (bare-metal host, virtual machine or cloud provider) integrated to the PBX, allowingsecure, liable and transparent communications.

We propose to expand the traditional paradigm of the adquisition of a reports/supervision sofware stack to install on the PBX, to in stead of deploy a complete and independen Contact Center application (use its own Asterisk) that allows at the same time a simple integration with the PBX software.This way we could derive an IVR option of the PBX to an OMniLead inbound campaign or realize a transfer from and IVR extension to OMniLeads or viceversa

The more remarkable advantages are:

  • Avoid the economic costs that involves software licenses of the typical complementing tools of the market used for add to the PBX some queues reporting and supervision features.
  • Avoid the cost in terms of performance of the PBX, sacrificed in order to run complex reporting and monitoring tools that implies execute a «call center modules» over the PBX system.

On operations where exists a huge reports extraction or is needed to scalein terms of agents, is quite simple deploy OMniLeads out of the box; on a VM, VPS or server without loose the PBX integration.

The integrator have the option to execute the application over the proper PBX system or in an independent instance.

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OML on a Customer Contact services company

In this scenario, OMniLeas can work as a Contact Center communications core with dozens or even hundreds of agents. This way can handle multiple SIP trunks at the same time, with its pertinent inbound and outbound communications routes

In these contexts scalability is basic requirement, because of operations are very dynamics y can demand peaks of users working in paralel.Scalability is guaranteed since our solution was conceived to be easily deployedon higth availability cluster mode.

At the same time the RestFull API allows easily generate CRMs or web workflowsfor each campaign in order to fit client requirements.

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OML for carriers o Cloud PBX providers

If is needed to implement a CCaaS (Contact Center as a Service) OMniLeads is ideal having the advantage to use WebRTC and Docker as a technology bases.

We can cite as advantages:

  • WebRTC removes the need to install desktop softphone applications, since voice and video flows through the browser for agents and supervisors.This removes a failure point and maintenance efforts on workstations.
  • The Codecs implemented for audio and video are Opus and VP8, both designed for work on Internet and has the ability to dynamic adaptation tothe available bandwith, which avoids the uncomfortable call cuts off in traditional VoIP
  • Security: information exchange betwenn workstations and OML instance on Cloud, is encrypted with HTTPS, sRTP and dTLS standars.
  • Kamailio is part of the core of OMniLeads communications stack components. Is a FLOSS advanced Proxy-SIP crucial for give security to VoIP servers.
  • Docker allows easily OMniLeads deployment abstracting it of the underlying infrastructure, allowing run the system withouts any trouble on VPS, AWS, GCloud, etc
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