OFFICE OF THE CTO - ConvergeOne C1 Tech Summit Innovati… · Container Processing...

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OFFICE OF THE CTOEmerging Technologies and Digital Transformation


C1 INNOVATION STRATEGY

AppDev Internal DevOps

Services IP Research Documentation

Sales Enablement Services Alignment

Offer Management Scale

Market Trends

Customer Feedback

Industry Analysts

Vendor Roadmaps

Innovation

Incubation

Generally Available

Back Burner


OFFICE OF THE CTOInnovation

Artificial IntelligenceAsset TrackingAttribute MatchingAutomated Dynamic Security (Toll Fraud/Call Blocking)Avaya BreezeAvaya System Manager AdoptionBiometrics (Voice Authentication, Facial Recognition)BlockchainChatbotsCloud ModelsData ScienceOmni-ChannelContainer Processing (Kubernetes/Docker)

DevOps (Automation Scripting & API’s)Digital TransformationDigital BuildingsEnd-user Adoption (Self-service Portals)Enterprise Networking (SD/NG-WAN)Internet of ThingsMicro Services and Micro TransactionsMobilityServiceNow IntegrationTeams Integration (Cisco and Microsoft)UC/CC Integration (Presence-based CX)SIP (Advanced Use-cases)SIP Vicious (Registrar hacking – Passwords)





Mutare

ConvergeOne

ConvergeOne

Nice

AudioCodes

Spectralink

ConvergeOne


ARTIFICIAL INTELLIGENCE

CHATBOT / BOT / VIRTUAL ASSISTANTA computer program that runs automated tasks and can be designed to simulate conversation with human users

DIRECTED DIALOGFacilitates a structured conversation with

inquiry responses determined by predefined options

KNOWLEDGE REPRESENTATIONRepresenting information about the world in a form that a computer system can utilize to solve complex tasks

MACHINE LEARNINGA type of artificial intelligence (AI) that

provides computers with the ability to learn without being explicitly programmed when

exposed to new data

AUTOMATIONThe creation and application of technology to monitor and control the production and delivery of services. Saves labor and provide consistent experiences.

Natural Language ProcessingProcess of understanding intent of a user input, allowing extraction of relevant info


AI HYPE CYCLE


CUSTOMER LEVEL BENCHMARKING

Customers are benchmarked on the relative anomaly scores(ML) with respect to several key performance indicators( KPIs)


Biometrics – Voice AuthenticationPassive versus Active

Passive Active

Use Case Automated Verification during a live conversation with an Agent

Automated Verification in IVR, mobile, web

Voice Biometric Technology Used Text Independent Text Dependent

Net Audio Required for Verification

3-15 seconds 1.5 seconds

Net Audio Required for Enrollment

40 seconds, preferably split in two separate calls

4.5 seconds


Biometrics – Voice AuthenticationMulti-layered Approach to Security

Virtual device

Pre-call

During call

Post-call

ANI spoofing

SIM swap

Complete offering

Voice biometrics

Speaker changeANI watch

list

Investigation on RCM

Continuous fraudster detection

Stolen device

Known caller’s device

Caller is on a call

Porting

ANI match to customer

VoiceCapcha

Voiceprint Watch list

Voiceprintmatch

Continuous authentication

Authentication on demand

Voiceprint Enrichment (ML)

Phoneprintmatch

Speaker changeANI watch

list

Continuous fraudster detection

Voiceprint Watch list

Voiceprintmatch

Continuous authentication

Authentication on demand

Voiceprint Enrichment (ML)

Virtual device

ANI spoofing

Stolen device

Caller is on a call

Porting

ANI match to customer

Phoneprintmatch

Known caller’s device


Biometrics - Facial RecognitionMoving people are more challenging than still images

12 * 5 * 10,000 = 600,000 frames/second!


Facial RecognitionNon-Traditional Use Cases

> Physical access control audits and investigation

> Security alerts for identified persons of interest

> Guest services alerts for VIP’s (ie Opt-in loyalty programs)

> Analyze engagement, traffic patterns, and physical journey

> Monitor queue times


OFFICE OF THE CTOIncubation

> Teams/Workflow Integration

> C1CX Secure Voice Connect

> UC/CC Workflow Integration

> PasswordPro


TEAMS (WEBEX) & ONGUARD INTEGRATION


C1CX PASSWORDPRO> Simple and easy to use end-user portal> Admin Dashboard provides at a glance view> Flexible LDAP Configuration> Securely connect to Communication Manager &

System Manager via premise-based PasswordProGateway application

> Single or multi-user actions> Customizable expiration notifications with Rich Text> Cloud-based service

> Zero maintenance, regular updates, and new features


OFFICE OF THE CTOGeneral Availability

> C1CX Secure Connect

> C1 Conversations

> Workflow Integrations


C1CX SECURE CONNECT

1GE WAVE

Client HQ

C1CX Primary DC

Existing Client Router

C1 SVC Router

C1CX Secondary DC

Client MPLS

Client Branch #1


C1 SVC Router

Client Branch #2

C1 SVC Router


SVC Conductor

SVC Shared Aggregation

Router

SVC Shared Aggregation

Router

SVC Conductor

Internet

SIPSIP

Client ISP AClient ISP B

C1 ISP AC1 ISP B


Conversations

Journey Orchestration

Omni channel

Multi channel

ACD / RoutingACD / Routing

Voice + Digital

Omni Channel

Journey

Conversations

HIERARCHY OF CX

Route calls to agents who are available

Ability to take input from voice, digital and social

Know who your customers and how they contact you

Follow your customer’s engagement journey

Context driving efficient communications with clients

Conversations Delivers on the Promise of Digitally Transforming Customer Experience Management (CXM)

CXM

Inte

llige

nce

Ops

Sta

tsAc

tiona

ble

Anal

ytic

s


C1 OmniQueue§ Integrates third-party/non-voice work

items or functions with Contact Center Platforms

§ Messaging Broker Services added per application, channel, or function

§ Accommodates any current-generation API - serves as an “API normalization layer” for the Contact Center Platform

§ Effects “State Awareness” across channels and functions

§ In production across multiple Avaya, Cisco and Genesys Contact Centers

§ Engine for Escalation Service of Digital Engagement work items or functions


LP Bot

.

Avaya CM/CCE + AES

AgentX

Customer

LP LiveEngage

7,8

5,7

3,6,71,2,8

4,5,7

1. Customer Initiates Chat/Message (Session)2. LivePerson (LP) Delivers Session to LP Bot. LP Bot Handles 1-100% of session3. LP Bot Perceives Live Agent /Escalation Required, sends an event to C1 UQ connector4. UQ sends a phantom call into Avaya CM/CCE 5. CM/CCE delivers call to an available AgentX and Notifies UQ6. UQ Notifies LP to Transfer Session to agentX7. Session + Context Transferred to Agent, UQ Notified, AgentX State Changed by CM/CCE8. Agent Interacts with Customer

C1 OmniQueue

2

KB/CRM

C1 LiveEngage OmniQue Flow – LP Bot


AVAYA BREEZE

ConvergeOne has written 20+ unique “Dynamic Tasks” that provide easy drag-and-drop access to advanced technology that drives business relevant innovation.

Artificial Intelligence, ITSM, IoT, Cloud Database, WebEx Teams, and more!


IoT Integration

C1 CONNECTORS WITH AVAYA BREEZE


IBM Watson Language ConnectorsSentiment, Language Conversion, Language Detection, Natural Language Processing, Conversation

C1 CONNECTORS WITH AVAYA BREEZE

Also supports for Amazon Lex, wit.ai


EQUIPMENT MONITORINGUsing AI to access device status

Phrases such asStart the Monitor

How’s my gear?

What’s the batch temperature?

What’s the equipment’s humidity?

Where is composite drum 986b?

OFFICE OF THE CTO - ConvergeOne C1 Tech Summit Innovati… · Container Processing...

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