CCaaS Architecture
Automation Engineered to Scale
CCaaS Architecture Features
A concise overview of our product architecture highlights its essential features, their significance, and what distinguishes DataTel from other contact center solutions and CCaaS providers.
Automation, Automation, Automation!
One fundamental principle behind SCC is the automation of anything that can be automated. Why? This is because the growing complexity of even small contact centers makes it impractical to manually manage session routing and agent workload in real-time.
This holistic real-time automation utilizes Artificial Intelligence (AI), which:
- Achieves optimal results without the need to layer additional processes, customizations, or configurations on top of the core functionality.
- Frees up supervisors to focus on managing interaction quality rather than wrestling with software.
Strong Foundational Expertise
We specialize in fundamental contact center functions, including predictive dialing, automatic call distribution (ACD), and blending. These core services are seamlessly delivered as native cloud solutions.
SCC represents a unified platform where all components are meticulously developed by a cohesive team, built on a uniform framework, using a shared API set and a common language.
This robust foundation provides extensive integration capabilities, enabling the seamless incorporation of various peripheral functionalities such as speech recognition, CRM systems, AI analytics, and more, as needed.
By utilizing a shared code base, this unified platform ensures exceptional stability and reliability, ensuring high availability. This is crucial for meeting client service level agreements (SLAs) with confidence that operations will run smoothly. Clients working with us to maintain productivity with minimal disruptions, allowing their agents to consistently deliver high-quality customer care.
Extensive and Reliable APIs
APIs are at the core of SCC’s architecture and are utilized internally by all components. These APIs have been honed over decades, resulting in a robust and battle-tested foundation.
They facilitate seamless integration with various business touchpoints, including real time transcription, sentiment analysis, interaction summary, keyword actions, conversational AI, workforce management (WFM) systems, CRM platforms, business databases, and reporting tools.
Furthermore, these APIs are engineered to gracefully handle the inherent communication complexities of web-based interactions, ensuring smooth and dependable connectivity.
The entire platform is founded on robust APIs, following a standardized and well-planned API pattern, ensuring comprehensive control at all levels. This approach offers a streamlined, coherent, and intuitive means to integrate any third-party product swiftly, typically in a matter of days or weeks, rather than months.
This flexibility empowers organizations to cater to a wide spectrum of clients, ranging from small startups to large multinational enterprises, all within the same system. Organizations can leverage this adaptability and extensibility to set themselves apart by offering tailored solutions that add significant value. Furthermore, it allows customers to access the best-of-breed applications and functionalities they need, whether modern innovations or legacy systems.
These standardized APIs also future proof your business, enabling the easy replacement of tools with minimal disruption and downtime as the industry evolves and new innovations emerge. You remain unburdened by vendor lock-in, with the freedom to expand and augment your capabilities as your business demands.
System-wide, Real-time Automation
In the context of outbound operations, automation involves:
- Dialing at an appropriate rate to uphold the desired abandoned call rate, even at a minimal 1%.
- Ensuring that non-live calls, such as answering machines or busy lines, are kept away from agents and are automatically retried when the likelihood of success is highest.
- Strategically blending fresh contacts, retries, and lists to sustain optimal predictive dialing performance.
Automated predictive dialing enhances agent productivity, enabling clients to make more successful contacts per hour while reducing costs. This leads to decreased agent attrition and fosters a greater sense of accomplishment and job satisfaction by minimizing downtime and fluctuations throughout the day.
In the realm of inbound operations, the Automatic Session Distributor (ASD), which serves as the omnichannel counterpart to the ACD (Automatic Call Distributor), carries out intelligent routing based on various factors. These factors may include configuration rules, IVR (Interactive Voice Response) selections, skill matching, or database lookups.
Incoming sessions are seamlessly directed to the most suitable available agent, leading to reduced customer transfers, smoother interactions, and quicker issue resolution, ultimately maintaining high levels of customer satisfaction. Moreover, in cases where no agent is immediately available, customers can be kept informed while waiting in the queue and presented with options like leaving a message or receiving a callback, preventing them from waiting indefinitely or speaking with an agent who cannot assist.
The ability to perform database lookups adds a layer of versatility, enabling routing based on customer profiles, previous interactions, or purchase history. This capability empowers your business to swiftly and precisely align with its objectives while delivering personalized service to customers.
The SCC system possesses a comprehensive understanding of the status of all queues, campaigns, SLAs, agent skills, and work capacities. This holistic awareness empowers SCC to make automated decisions that optimize resource allocation and manage conflicts with a level of efficiency and effectiveness that surpasses human capability. It enables the efficient balancing of workloads for each tenant or client throughout the entire client estate.
This functionality, akin to Intraday Automation, essentially serves as real-time Workforce Management (WFM) designed for optimal performance in cloud environments at scale. Consequently, it offers greater efficiency and effectiveness compared to integrating with third-party WFM tools.
SCC excels at meeting all queue Service Level Agreements (SLAs) for every client without the need for human intervention. If an SLA is at risk of being breached, agent resources are automatically redeployed from other tasks in a manner that causes the least disruption while maintaining an optimal balance. This ensures minimal customer wait times, prevents overloading of at-risk queues, and liberates supervisors from estate management responsibilities.
Since the same pool of agents can handle both inbound and outbound work across various contact channels, issues related to over- and under-staffing are effectively managed, reducing agent idle time and staffing costs. Additionally, as productivity remains consistent even as client business scales up, the accrued time and cost savings become increasingly significant.
SCC’s cloud deployment is designed for maximum efficiency, utilizing advanced orchestration techniques to minimize compute and memory resource consumption. With years of experience in the hosted contact center market, Daratel has fine-tuned its solution to optimize performance.
Efficiency is achieved through various means, including:
- Resource Sharing: Resources are shared efficiently among tenants, reducing overall resource requirements.
- Asynchronous Messaging: SCC utilizes asynchronous message handling, ensuring that CPU processing is performed “on demand” rather than continuously running, leading to resource savings.
- Database Proxies: Database proxies are used to limit the number of services connected to the database, reducing contention and improving throughput.
- Minimal Communication Load: SCC is designed to generate minimal communication loads, further enhancing its efficiency.
The provisioning model includes a web-native user interface for landlord-level administration, enabling easy provisioning of new tenants with their individual services and media infrastructure configurations. Tenants also have access to the same tool, configured to support tenant-level tasks.
The efficiencies of scale achieved by SCC result in lower costs, as fewer resources are needed. This allows you to start with a small deployment and minimal spending, gradually increasing resources as you scale up. The “on-demand” processing model ensures that you only pay for the resources you use.
SCC’s provisioning tools simplify cloud administration, making the process of scaling up straightforward and reducing potential challenges.
SCC’s cloud design prioritizes high stability and uptime, ensuring that operations run smoothly and that organizations can meet SLAs, thereby keeping clients satisfied.
Furthermore, SCC liberates organizations from vendor lock-in. It can be deployed on any major cloud vendor’s platform or in a hybrid environment, providing the flexibility to expand, relocate, and adapt as your business evolves. This versatility equips organizations to meet even the most complex requirements, ensuring they are prepared for future market demands.
SCC offers a range of tools and automated processes to ensure full compliance with contact regulations, regardless of the location. The immediate dial decisions made by SCC do not affect predictive dialing performance. Compliance measures encompass:
Auto-dialing regulations
SCC's predictive dialer is equipped to automatically adapt to ensure that the preset abandoned call rate for the dialed territory is never surpassed. What sets SCC apart is its exceptional performance, even when aiming for an abandoned call rate as low as 1%.
Right time to call
SCC's predictive dialer enables the configuration of permissible call times, which are subsequently adhered to automatically.
DNC lists
Contact lists are regularly screened against DNC (Do Not Call) lists at various levels, including company, state, and country. Any changes or updates to DNC lists are promptly integrated into the system.
Build-your-own
SCC allows for the creation of custom rules to accommodate complex regulations covering the Fair Debt Collection Practices Act (FDCPA), Consumer Financial Protection Bureau (CFPB), FCC/ FTC, Telephone Consumer Protection Act (TCPA), and Do Not Call, whether they pertain to time, frequency, channel, or any other criteria.
SCC significantly reduces the risk associated with your business operations. Once configured, SCC automates the adherence to all rules, eliminating the potential for human errors. This not only prevents fines but also safeguards customers from unnecessary inconveniences.
Data Accessibility and Integration
SCC ensures that all data, regardless of its origin in a CRM or another back-end system, can be accessed in real-time by both applications and agents. This includes the ability to directly connect back-end systems, whether they are on-premises or located elsewhere in the cloud.
Furthermore, SCC enables the seamless integration of data from diverse sources, allowing for unified and coherent workflows on the agent desktop. This means that, for instance, a collections application designed for voice interactions can coexist with an entirely different workflow intended for web chat interactions.
The integration of various data sources into a unified, on-screen workflow provides agents with everything they need for productive interactions. Equipped with this comprehensive information, agents can efficiently address customer queries, ultimately delivering superior customer service by resolving issues on the first attempt.
Additionally, SCC’s ability to integrate with legacy data sources facilitates a smooth migration to the cloud, without necessitating a full-scale commitment or the need to overhaul existing systems. This data transparency ensures that agents are well-informed, granting them access to essential systems and data within a single tool. Consequently, they can resolve inquiries more quickly and effectively, reducing both stress and response times.
The entire customer journey is made visible to:
Agents
To comprehend the path the customer has followed to reach this specific interaction.
Supervisors
To comprehend why a customer might be feeling frustrated and has elevated this call to a supervisor.
QA Analysts
To pinpoint areas where the customer service experience can be enhanced throughout the entire interaction journey.
The Routing Engine
To make decisions based on factors such as purchase history or the customer’s previous interactions with agents.
AI-Driven Decision Making
SCC employs a variety of AI processes to enhance automation, including:
- Analyzing customer history to determine the best course of action.
- Utilizing Natural Language Processing (NLP) to flag sentiment in text data.
- Providing real-time transcription of voice conversations.
Furthermore, SCC’s comprehensive APIs enable any third-party application to access data from the system, facilitating AI-driven decision-making processes.
To further enhance these capabilities, SCC can seamlessly integrate with third-party AI applications, offering additional insights and guidance in two ways:
In real-time:
For instance:
It can suggest a next best action or opportunities for up-selling or cross-selling during the interaction. It can also identify dissatisfied customers and automatically alert a supervisor for immediate intervention.
These AI-driven insights empower agents to make more informed decisions during live interactions, improving the overall customer experience and potentially boosting sales.
Post-interaction:
After the interaction:
These AI applications can provide a summary of the interactions or detailed analytics to identify areas for improvement in customer service processes and agent performance. This valuable feedback can lead to continuous improvement in service quality and efficiency.
Comprehensive Security Measures
SCC places paramount importance on security across all operational aspects.
Key security components, including firewall configuration, are automated to enhance the protection of critical business processes.
Customer data is meticulously compartmentalized, employing both process separation and physical data separation at the tenant level.
SCC also offers versatile sovereignty strategies, allowing for robust, air-gapped isolation ranging from ‘data-only’ to the entire estate.
For customers housing data within their own segregated infrastructure, SCC provides secure data access components hosted within the customer’s environment. These components are securely connected to the public cloud using encryption protocols.
Access to sensitive data is strictly limited to authorized applications and personnel, ensuring full organizational control over data security.
Efficient System Administration
The daily operation and management of the system are intuitively designed for ease of use, even for service providers who host SCC independently. All system functions are accessible through a web-based portal, whether at the landlord or tenant/client level.
Every system component is engineered to handle the inherent uncertainties of internet-based communication, offering:
- Alert mechanisms at various levels, promptly signaling situations that demand attention.
- Streamlined, centralized logging at all levels, displaying errors and configuration issues.
SCC’s automated workload management drastically reduces administrative burdens, allowing supervisors and administrators to focus primarily on overseeing interaction quality.
The system maintains transparency in case of any issues, enabling investigation at both the tenant and landlord levels, leading to prompt resolution. This approach ensures maximum uptime and safeguards client SLAs.