Patrick Kusseneers Chatbots, Social Media & Advanced Collaboration
Patrick Kusseneers
Chatbots, Social Media & Advanced Collaboration
Disclaimer This roadmap is offered as an guide to the future direction of the product, and does not represent a commitment in any way. Enghouse reserves the right to change the timescales or contents of a product release at any time.
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Content Social Media and Bots
Advanced Collaboration
Future Architecture
And more ...
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Social Media and Bots
What can we expect?
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Many new Social Messaging channels
– FB, Twitter, Skype, SfB, Web, SMS, Slack, GroupMe, Telegram, Kik, MS Teams, Cortana, Viber, Cisco Spark, Google Assistent, Line, Smooch ...
European Contact Centre Decision-Makers-guide (2018)
– 168 CC interviewed– All predict increase in Digital channels– Most in Social Media!
BOT‘s will be deployed on *all* channels
– To automate repetitive tasks
How will Enghouse manage this?
Social Media and Bots
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SocialConnect
Enghouse initiative to support *all* social channels
Mediation framework between
– The Social channels– The Contact Center
Combine Chat Bot and Agent assistance
Timeline
– First integration by PS based on BOR SDK– Later integrated in VCC
CRM
Recording & Quality
Mgmt(QMS)
Speech Analytics
(Vocal Coach)
VCC
WFM
Workflow Scripting
Enghouse products
3rd Party products
SocialConnect
VCC 2017 PS
VCC 2018 PS
VCC 2019 Integrated
SocialConnector
Service
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3rd Party Channel
API
Azure Bot Service
Microsoft API
gupshup API
gupshup Bot
Channel API
Channel API
AIMicrosoft Cognitive Services
VCC
WCSChat API
Typing Indicator Emojis File
TransferBlack List
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Advanced CollaborationSkype for Business &
Office 365
Skype for Business or Teams?
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Microsoft™ UC Strategy
– Skype for Business for on-premise– Teams for Office365
Recently announced
– SfB Online features *all* available in Teams
VCC will support all modes
– On-prem – Hybrid – Cloud PBX– Pure Cloud
OnPrem
PSTN
Hybrid
PSTN
PSTN
Pure Clould
Cloud
OnPremHosted
Cloud PBX
PSTN
On-Prem/Hybrid SfB ‘classic’ integration via SIP
– Available since VCC 2011– SIP integration via IVR– Voice-only
SfB ‘multi-media’ integration via UCG - UCMA
– Voice and Chat– Escalation to Video and/or Desktop Sharing– Scalable – no SfB conferences needed– No designer – yet
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VCC 2014 SIP
VCC 2017 SIP
VCC 2018 SIP/UCMA
Lync Certified Gateway
Voxtron Routing Engine (CC)
VoiceSkype
Federation
UCMA
CustomerExperience Designer
UCGSfBTrustedApp
Contact Provider
Media + ControlControl
SkypeFederation
Telefon Skype Consumer
Skype For Business
PSTN Internet / WAN
Voxtron Client
Voice
Skype For Business
CTI
Bridge
Cloud PBX ‘Microsoft Phone System Direct Routing’
Using a Microsoft Certified SBC to connect:
– Incoming on-premise PSTN calls– VCC SIP-IVR– Microsoft Office365 Teams clients
Voice Only
Remote Agent concept
– No ‘Teams Bridge’ availabeTE-System Anynode
– Certified SBC
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PSTN
VCCIVR(SIP)
SBC
VCC 2014 VCC 2017 VCC 2018
Pure Cloud ‘Enghouse Interactive Teams Connector’ (TC)
– Runs in Azure cloud, using Microsoft Teams APIProvides API towards Enghouse Contact Centers
– Handles incoming and outgoing calls– Using conferences in Office365/Teams– Manage ‘extensions’ (≈TAPI)
• No ‘bridge’ necessary!VCC Self-service functionality
– Handled by new UCG ‘TC’Still work-in-progress – MS Teams API definition
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VCC
UCGTC
PSTN Agt Y
Agt XCust 2
Cust 3
Cust 1
VCC 2019 ? VCC 2020
TC
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Future Architecture
CC’X’ Distributed architecture – still our target
– Scale to the biggest installations– No single point of failure
Revolution Evolution
Steps taken/planned:
– DB restructuring– UCG – CED
Still a few steps to take ...
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DB restructuring New DB architecture
– Core DB (Configuration & Topology)– Task DB (≈ Runtime)– File DB (≈ Filestore)– Datamart DB (≈ Warehouse)
More Flexibility
– Multiple DBs possible (except Core)– E.g. per tenant (CC)
Improved performance – I/O, recovery times, statistics
Compliance – keep Data local
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VCC 2018
Task
ERM/CC A
Datamart
A
CC AERM A
Core File
CC BERM B
Datamart
A
Task
ERM B
Task
CC B
UCG ‘Unified Communication Gateway’
New SfB UCMA based integration
But it is more than that:
– Framework for *all* Providers– Future base for IVR, ERM, WCS, DIAL– Unified way to determine actions on contact
providers– Prerequisite for CED– Supports distributed architecture
UCG-XCAPI – first version
ERM and WCS – will follow later
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VCC 2018 VCC 2019
CED ‘Customer Experience Designer’
Traditional ‘designers’
– Mix Business and IT, difficult to adapt by Business users
Business Only!
– Technical configuration via the Web CenterBased on Standard
– BPMNSupports All Media types
– One designer for all media types: voice, email, chat, etc.
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CC/Route
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And more ...
BI Ready KPIs Provide KPIs in BI ready format
– ‘Facts and Dimensions’ to support BI cubesEasy integration in 3rd party Analytical Reporting tools
Enghouse plans own Reporting tool
– ‘EIRAH’– One tool for All Enghouse products– Phase 1: standardized base set of CC counters– Phase 2: product specific reports
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VCC 2019 BI KPIs
VCC 2020 BI Phase1
Beyond... BI Phase 2
DBSERVICE
QMS
DBSERVICE
VCC
DBSERVICE
EVC
Data Normalization(1st Stage)
BI ENGINE
ETL AND CALCULATIONS(2nd Stage)
DATA MODELS(3rd Stage)
Data Widgets
Virtual Cube
REALTIMEAPI
Pixel Perfect Reporting Framework
PRESENTATION
REPORTSDASHBOARDSKPIREAL TIME MONITORS
VISUALIZATION WIDGETS
BI & ANALISISPREDICTIONS
Elsbeth Dialer integration
Integrate with the ECM and EPC
Take advantage of the advanced Elsbeth features
– Improved voice mail detection– CRM integration– Scripting– ...
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VCC 2020
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Thanks!