OMniLeads General Specifications

WebRTC - OMniLeads underlying technology

Before citing the use cases, we emphasize reviewing the benefits of WebRTC technology, the core of OMniLeads. WebRTC provides a web browser with the possibility of maintaining real-time voice, video, chat and screen sharing communications. OMniLeads draws on this technology to nuclear communications and the web management interface, avoiding the use of desktop applications "softphones", which provides immediacy in terms of "click and work" in user registration, since from of a web login, these users are online processing communications.

Some of the main advantages of WebRTC are the following:

• Points of failure at workstations are minimized.

• Helpdesk tasks and therefore the demand on support staff/systems are minimized.

• It works with the Opus audio and VP8 video codecs, both designed for maximum performance in Internet environments (native Internet codecs).

• At the security level, all communications travel encrypted in a mandatory manner, in terms of signaling and media.

Features and functionalities of OMniLeads

• Management of incoming and outgoing campaigns.

• WebRTC agent console (no application or plugin installation required, 100% web browser).

• Opus® as default codec for all agent communications.

• WebRTC supervision console, with details of agent and campaign states.

• Agent and campaign productivity reports.

• Search for recordings with filters of date, campaign, agent, ratings, "observed" calls, etc.

• Recycling of campaigns by agent qualification and/or telephone status.

• Change of contact base on the same campaign.

• Detection of answering machines with audio message playback.

• Integration with CRM/ERP through the RestFull API.

• Ready to virtualize! OMniLeads was conceived as a technology oriented towards virtualization environments.

• Ready to dockerize! OMniLeads is available in terms of Docker images, which allows it to be run on any OS, as well as orchestrating Docker HA clusters and/or cloud provider deployments (AWS, GCloud, etc.).

• Ready to climb! Scalability is possible due to the fact of using very powerful underlying technologies like PostgreSQL, Nginx, RTPEngine, which in turn can run on standalone hosts (horizontal scalability) with minimal configuration.

• Complementary addons that provide the platform with extra functionalities and/or for vertical segments.

• Orientation 100% to Contact Center. It is not a PBX software with added reporting and/or supervision. The application was conceived from scratch, and as a platform oriented and optimized for Contact Center functionalities.

OMniLeads as a Contact Center integrated into a SIP-based PBX

OMniLeads is ideal for companies that demand typical Contact Center functionalities, which the PBX system does not cover by its very nature. Therefore, OMniLeads emerges as an alternative to complement said central PBX, from an independent instance (bare-metal host, virtual machine or cloud infrastructure) integrated to the PBX, allowing the flow of communications between both components, in a reliable manner. , safe and transparent.

It is proposed to expand the traditional paradigm of acquiring a reporting/supervision software stack installed on the PBX, to instead deploy a complete independent Contact Center application (it uses its own Asterisk), which in turn allows integration simple with the PBX software, so that we can derive an IVR option from the PBX to an incoming OMniLeads campaign, or make a transfer from a PBX extension to OMniLeads, or vice versa.

The notable advantages are:

• Avoid the economic cost involved in the software licenses of the typical complementary tools on the market, which provide the PBX with some reporting and queue monitoring functionalities.

• Avoid the cost in terms of core PBX telephony performance sacrificed to run complex reporting and monitoring tools, which implies running a “call center module” on top of the PBX system.

In operations where there is a high demand for report extraction, or where it is necessary to scale in terms of agents, it is extremely easy to deploy OMniLeads out of the box, either on a VM, VPS or dedicated server, without losing integration with the PBX.

OMniLeads in a Customer Contact service company

Under this scenario, OMniLeads can work as the communications nucleus of a Contact Center with agents ranging from tens to hundreds. Thus, OMniLeads can handle multiple SIP trunks at the same time, with their corresponding inbound and outbound communications routing.

In these contexts, scalability is a basic requirement, since operations are very dynamic and can demand peaks of connected users working simultaneously. Scalability is guaranteed by designing our solution in such a way that it can be easily deployed in a high availability cluster mode.

In turn, the RestFull API allows you to easily generate CRMs or web workflows for each campaign, in order to meet the requirements of the client that outsources the portfolio.

OMniLeads for carriers or cloud PBX providers

If the need is to implement a CCaaS (Contact Center as a Service) service, OMniLeads is ideal based on the advantage provided by WebRTC and Docker as base technology.

We can cite advantages such as the following:

• WebRTC eliminates the need to install desktop softphone applications, as voice and video flow through the agents' and supervisors' browsers. This eliminates a single point of failure and maintenance on workstations.

• The codecs implemented for audio and video are Opus and VP8, both designed to work on the Internet, which dynamically adapt to the available bandwidth, avoiding the uncomfortable call interruptions of conventional VoIP.

• Security: The exchange of information between the workstations and the OML instance in the cloud is encrypted under the HTTPS, sRTP and dTLS standards.

• Kamailio is part of the OMniLeads communications core. It is a SIP-Proxy with advanced features and crucial to provide security to VoIP and video servers with public access on the Internet.

• Docker allows you to easily deploy OMniLeads by abstracting the underlying infrastructure, and seamlessly allowing it to run on VPS, AWS, GCloud, etc.