The possibility to implement the CSM contact centre platform in an existing
on-premise ICT environment is not itself a revolutionary solution. In such a
scenario, CSM is first connected to the legacy enterprise communication
system by means of a dedicated interface (typically CSTA II/III and JTAPI).
CSM’s native application for call and screen recording provides a wide range
of VoIP, TDM and analogue interfaces, compatible with most global vendors of
communication systems. Call recording can be implemented for the voice
connectivity from the public telephone network or connected directly to the TDM or
VoIP terminals. The native call-recording application supports both passive
and active recording (feature availability depends on the specific IP terminal
model).
The CSM application server is usually included in an Active Directory domain and then connected by standard means to an e-mail or fax server and other enterprise information systems (ERP, CRM etc.). However, the use of Active Directory is not a precondition, and the Single-Sign-On functionality can also be achieved using the ADFS and OAuth2 authorization functions. The communication system or call server is then connected to the voice connectivity provider and, optionally, to a provider of virtual international telephone numbers.
In addition to standard telephony and e-mail, CSM can also be integrated with other selected communication channels within a corporate omni-channel strategy. These include: web chat including a co-browsing feature, SMS, social networks module (WeChat, FB Messenger, Viber, Twitter DM, Telegram etc.) and their native messaging platforms. CSM can also be connected to internal or external (cloud) services that support artificial intelligence algorithms (e.g. IBM Watson, Amazon, Microsoft and many others).
The scope of a contact centre implementation may also include information panels and screens connected, for example, by means of Intel Compute Stick (WiFi connectivity). This is a technology for displaying modifiable reports with information about the traffic handled by CSM and about its operation.
CSM is commonly supplied in the form of CSM Online, a private cloud service, CSM as a purely software platform (optionally as Software as a Service – SaaS) or CSM Embedded, a hardware appliance including suitable Intel servers and operating system licenses for Microsoft Windows Server for Embedded Systems – Telecommunications edition, and a Microsoft SQL Server for Embedded Systems (optionally also in the form of IaaS/SaaS).
The CSM application server is usually included in an Active Directory domain and then connected by standard means to an e-mail or fax server and other enterprise information systems (ERP, CRM etc.). However, the use of Active Directory is not a precondition, and the Single-Sign-On functionality can also be achieved using the ADFS and OAuth2 authorization functions. The communication system or call server is then connected to the voice connectivity provider and, optionally, to a provider of virtual international telephone numbers.
In addition to standard telephony and e-mail, CSM can also be integrated with other selected communication channels within a corporate omni-channel strategy. These include: web chat including a co-browsing feature, SMS, social networks module (WeChat, FB Messenger, Viber, Twitter DM, Telegram etc.) and their native messaging platforms. CSM can also be connected to internal or external (cloud) services that support artificial intelligence algorithms (e.g. IBM Watson, Amazon, Microsoft and many others).
The scope of a contact centre implementation may also include information panels and screens connected, for example, by means of Intel Compute Stick (WiFi connectivity). This is a technology for displaying modifiable reports with information about the traffic handled by CSM and about its operation.
CSM is commonly supplied in the form of CSM Online, a private cloud service, CSM as a purely software platform (optionally as Software as a Service – SaaS) or CSM Embedded, a hardware appliance including suitable Intel servers and operating system licenses for Microsoft Windows Server for Embedded Systems – Telecommunications edition, and a Microsoft SQL Server for Embedded Systems (optionally also in the form of IaaS/SaaS).