Contact Centres based in the Cloud (CCCS)
Delivery of Omni Channel Contact Centre solutions now embrace most forms of communication (Skype, WhatsApp, Twitter etc) and handle them based on workflows to ensure distribution of incoming and outgoing communications between approved Agents.
Whilst this works effectively for most text based communication applications, it can cause issues when handling Voice calls.
The Provider you use for CCCS requires Points of Presence (POPs) to handle the communications and distribute them to your Agents.. In some instances the Call Centre application may be delivering these services from POPs that are a considerable distance from where your Call Centre is physically based.
This should be fine for text based communications, but can cause significant issues when having to include Voice calls into your Call Centre.
The primary reason Voice calls will suffer is down to the challenge around Distance = Latency = Poor Call Quality
This becomes very relevant specifically when using the "Bring Your Own Carrier" (BYOC) option to the deployment.
Example.
A Call Centre based in South Africa deploys CCCS with the BYOC option in order to retain their existing carrier and rates. The CCCS Solution they deploy utilises a high specification telecommunications network that offers "Global coverage", the issue being that the nearest POP (for this solution) to South Africa is based in Europe. This means that for a local inbound call to the Call Centre the call is routed from South Africa to Europe a distance of over 5,000 miles before being routed back to an available Agent to answer it.
So the call travels 10,000 miles before it is answered by an Agent, and then the same distance back to the caller.
Unsurprisingly this results in significant Latency on the call, normally resulting in poor quality and significant delay in the conversation.
Another significant issue is that due to the delay this will impact additional calls more significantly as the delays cause the available bandwidth to increasingly to be filled with messaging attempting to correct the initial issues with the original and subsequent calls, which can have the effect of making the delays even worse.
The above issue cannot be fixed by simply adding more bandwidth. It is not primarily a bandwidth issue but one of distance = Latency = delay = poor speech quality.
This is an issue that will affect Call Centres globally even when the distance from Call Centre to nearest POP is much lower than the example above.
How does Aritari solve this problem?
Whilst we cannot change the laws of Physics relating to Distance = Latency, our Patented solution has been optimising Voice delivery for over 10 years.
Aritari address issues that affect call quality resulting from Latency and Packet Loss , and utilise our unique QoS to ensure call quality is maintained even in scenarios such as above when often calls simply will not work. Aritari's ability to manage the quality of the bandwidth at byte level, results in bandwidth that was previously unusable for Voice traffic, being capable of supporting voice calls at business grade quality.
In the above example the customer could make a single call which suffered from significant delay and resulted in a MOS score of at best 3.1. When they tried to make additional calls the first call became worse and subsequent calls fails to establish.
Aritari implemented our solution at the customer site, which required the simple installation of an Aritari Edge device. Call traffic and associated Data traffic for the CCCS application was routed through the Aritari Edge device to one of our Aritari servers in Europe, located near to the nearest POP the CCCS provider delivers service from. This meant over exactly the same bandwidth as before, the Call Centre could now route all of their Voice Calls (in this case 120 simultaneous calls) and associated data traffic for the application. The result was good call quality on all calls resulting in MOS scores of 4.2 and above.
In addition to the above Aritari has a comprehensive tool set of functionality enabling multiple failover capabilities to alternative bandwidth including Mobile, Wireless and Satellite, Aggregation of bandwidth for areas where large bandwidth is not available, full reporting of the true underlying status of the network which integrates to third party reporting packages via SNMP (i.e. Zabbix etc) and much more.
Aritari bandwidth management abilities also improve the management and transmission of data traffic, and with our TCP acceleration capabilities we can typically improve data throughput rates making them twenty times faster.
The Aritari solution is truly carrier agnostic for voice, and our unique capabilities dynamically deliver the best possible outcome for the bandwidth you are using for Voice and or Data traffic, whist delivering real time reporting on the true status of your bandwidth.
Delivery of Omni Channel Contact Centre solutions now embrace most forms of communication (Skype, WhatsApp, Twitter etc) and handle them based on workflows to ensure distribution of incoming and outgoing communications between approved Agents.
Whilst this works effectively for most text based communication applications, it can cause issues when handling Voice calls.
The Provider you use for CCCS requires Points of Presence (POPs) to handle the communications and distribute them to your Agents.. In some instances the Call Centre application may be delivering these services from POPs that are a considerable distance from where your Call Centre is physically based.
This should be fine for text based communications, but can cause significant issues when having to include Voice calls into your Call Centre.
The primary reason Voice calls will suffer is down to the challenge around Distance = Latency = Poor Call Quality
This becomes very relevant specifically when using the "Bring Your Own Carrier" (BYOC) option to the deployment.
Example.
A Call Centre based in South Africa deploys CCCS with the BYOC option in order to retain their existing carrier and rates. The CCCS Solution they deploy utilises a high specification telecommunications network that offers "Global coverage", the issue being that the nearest POP (for this solution) to South Africa is based in Europe. This means that for a local inbound call to the Call Centre the call is routed from South Africa to Europe a distance of over 5,000 miles before being routed back to an available Agent to answer it.
So the call travels 10,000 miles before it is answered by an Agent, and then the same distance back to the caller.
Unsurprisingly this results in significant Latency on the call, normally resulting in poor quality and significant delay in the conversation.
Another significant issue is that due to the delay this will impact additional calls more significantly as the delays cause the available bandwidth to increasingly to be filled with messaging attempting to correct the initial issues with the original and subsequent calls, which can have the effect of making the delays even worse.
The above issue cannot be fixed by simply adding more bandwidth. It is not primarily a bandwidth issue but one of distance = Latency = delay = poor speech quality.
This is an issue that will affect Call Centres globally even when the distance from Call Centre to nearest POP is much lower than the example above.
How does Aritari solve this problem?
Whilst we cannot change the laws of Physics relating to Distance = Latency, our Patented solution has been optimising Voice delivery for over 10 years.
Aritari address issues that affect call quality resulting from Latency and Packet Loss , and utilise our unique QoS to ensure call quality is maintained even in scenarios such as above when often calls simply will not work. Aritari's ability to manage the quality of the bandwidth at byte level, results in bandwidth that was previously unusable for Voice traffic, being capable of supporting voice calls at business grade quality.
In the above example the customer could make a single call which suffered from significant delay and resulted in a MOS score of at best 3.1. When they tried to make additional calls the first call became worse and subsequent calls fails to establish.
Aritari implemented our solution at the customer site, which required the simple installation of an Aritari Edge device. Call traffic and associated Data traffic for the CCCS application was routed through the Aritari Edge device to one of our Aritari servers in Europe, located near to the nearest POP the CCCS provider delivers service from. This meant over exactly the same bandwidth as before, the Call Centre could now route all of their Voice Calls (in this case 120 simultaneous calls) and associated data traffic for the application. The result was good call quality on all calls resulting in MOS scores of 4.2 and above.
In addition to the above Aritari has a comprehensive tool set of functionality enabling multiple failover capabilities to alternative bandwidth including Mobile, Wireless and Satellite, Aggregation of bandwidth for areas where large bandwidth is not available, full reporting of the true underlying status of the network which integrates to third party reporting packages via SNMP (i.e. Zabbix etc) and much more.
Aritari bandwidth management abilities also improve the management and transmission of data traffic, and with our TCP acceleration capabilities we can typically improve data throughput rates making them twenty times faster.
The Aritari solution is truly carrier agnostic for voice, and our unique capabilities dynamically deliver the best possible outcome for the bandwidth you are using for Voice and or Data traffic, whist delivering real time reporting on the true status of your bandwidth.
