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.

Always ensure the material you are referring to is the latest version by checking with Enghouse product management.

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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!