Solving the Call Center Industry’s Three Biggest Challenges

  • Improve call quality & reduce latency
  • Scale up & out without limit
  • Cut your telephony costs by 40%

Command and Control Architecture on Amazon Web Services

CxEngage does all queueing, routing, and attribution remotely via API. No need to route a call or text off the PBX, to the cloud, and then back in before sending it on to the destination. With Amazon Web Services as the foundation, providing access to 84 data centers in 13 regions around world, the Command and Control cloud call center architecture lets you create a single global tenant with unlimited capacity and unified reporting, all while maintaining a local presence within each region.

Our Solution

CxEngage’s cloud infrastructure gives you limitless scalability, while our 17-year history as forerunners of the cloud contact center means powerful, reliable software that’s easy to use. A data-rich supervisor experience provides elegant dashboards and customizable KPIs while our simplified agent experience puts the focus on customers by consolidating all messaging tools, contact management, agent stats, and scripting into one interface.

Traditional Cloud Call Center Architecture

Call Quality and Call Latency

First generation cloud call centers route call and text data between the PBX and the cloud contact center provider’s nearest data center. 

This approach impacts quality and latency in several ways.

Ingress to and egress from the platform create two additional paths between caller and agent

The call comes into the PBX, then gets routed to the cloud platform for queueing, routing, and other attribution, before getting sent back to the PBX, then out to the agent. Some platforms let you get rid of one of these extra legs by having them control the phone number, relinquishing control and flexibility, or by having you purchase additional hardware to place within the call center.

Proximity to the provider's nearest physical data center can worsen these issues

The further the cloud data center sits relative to the call origination and destination point, the more latency and lag can impact call quality. For many multi-national deployments, this could mean routing calls back and forth between continents.

Telco Fees

If your telephony provider bills by the minute, you can expect to pay double for this legacy architecture.  Additional legs for platform ingress and egress are billed as additional calls, by the minute, and for the duration of the call.

No other solution provides a means for removing the cost of these two additional legs from the call, reducing costs by up to 50%. 

Scalability 

Most traditional CCaaS vendors deploy their solution in “pods” or server clusters that can support a maximum number of users and inbound / outbound connections. To scale beyond this capacity limit, or to service other locations with in-region data and connections, new pods must be provisioned.   The limits on scale that a pod architecture imposes can have cascading consequences around multi-tenant reporting, cost, and the ability to quickly burst when needed.

The number of agents you can put on a platform is limited

Each “pod” supporting multiple contact centers has a set user capacity, typically between 3,500 and 10,000 agents. Pods also have a max number of ports for queueing calls, typically 1.5 per user. Customers straddling their contact center across multiple pods lose the benefits of true multi-tenancy as they may see separation and synchronization issues in parent-tenant level reporting. 

The number of regions you can service without call latency and data sovereignty issues is limited

Since each pod resides in a physical data center in a region, you can’t expand to new regions without making a tough choice. You can service that region from your existing data center, sacrificing call quality and confronting data residency issues but keeping unified reporting. Or, you can open a new regional data center deployment at increased cost, while sacrificing your single, unified call center and data. This latter may not be an option if your provider does not have a data center in your desired region.

Your platform should enable limitless possibilities – not hold you back. CxEngage’s Command and Control architecture makes it the first and only cloud contact center software to remove these barriers.