Call Center and CCaaS

SkySwitch enables any Reseller to offer carrier class contact and call center service to any size business. Like all of the platforms in the SkySwitch 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.

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

A few reasons why SkySwitch 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

• 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

When it comes to features, SkySwitch Web Centrex shines. Your sales staff will be delighted because the system practically sells itself.

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 Privacy 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

Group Features ACD Auto Attendants Personal Auto Attendants Scheduled Auto Attendant Chained Auto Attendants Barge In Business Trunking Call Intercept Call Park Directed Dynamic Calling Group ID Deliver Configurable Extension Dialing Configurable Feature Codes Configurable Directories Device Inventory Department Support Group Announcements Group Custom Ringback Group Instant Messaging Hot Desking Hoteling Hunt Groups Instant Group Call Listen In Office Manager Portal (Web portal) Active Calls Auto Attendant Designer Call Records Call Statistics Conference Bridge Configuration Device provisiong Moves, Adds, Changes Music on Hold Upload Queue Management Voicemail Management Night Mode Paging Simultaneous Ring (group)

System Features Brandable Portals All User Levels Configurable Permissions Custom Domains Secure Custom Integrations Salesforce Adapter Virtual Office Control Panel Hospitality and Hotel Systems (PMS) Click-to-Call from WordPress and other CMS API Access all System Funtions Call Control Configurable OAuth Permissions Even Subscriptions (webhook) Mature and Well Documented Fault Tolerant Active-Active Architecture Geo-distributed Highly Scalable Rolling and Hitless upgrades Security and Fraud Detection Auto Block Failed Registrations Auto Block SIP Port Scanning Auto Block Promiscuous SIP Devices Velocity Filter for Bad Digits Device Provisioning Customized Directories Domain and Device Overrides MAC Management Remotely Triggered Updates Supports Major SIP Phones Zero Touch Device Configuration Regulatory Compliance 911 Emergency Calling Solution CALEA (lawful intercept)

The SkySwitch 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, SkySwitch 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.