1. Vocalcom Cloud Contact Center
Global Infrastructure

2. Global Cloud Contact Center
Global Reach
European and American data centers
Local and regional redundancy
London / Ireland
New York
Brazil

3. Technical Architecture Each Region

4. High Availability Cloud Contact Center
Elastic Cloud Contact Center Regions and Instances
Three key regions, North America, Ireland, (London) and Brazil
Minimum two instances, (Availability Zones) per region running Vocalcom Cloud Contact Centre technology
active
ready
Active / Active Instances launched in separate AZ’s protected apps from failures
Voice technology connected to the AWS infrastructure using low latency high speed dedicated fiber connection, (AWS Direct Connect).

5. High Availability Cloud Contact Center
Key features
High availability end user internet routing 100% SLA
Elastic compute capacity, with fast instance replacement and predictability 99.95% availability
Elastic load balancing across multiple instances, combined with auto-scaling to ensure enough instances to balance
End to end privacy and security
AWS PCI Compliance certified
Multi-AZ deployed Oracle DBS with built-in automated fail-over.

6. Cost Efficient Voice Local call costs anywhere in the world
ALWAYS local fixed and mobile cost
Inbound on SIP Softphone calls are FREE
Outbound on SIP Softphone is local, very efficient call rates
Other telephony devices LOCAL inbound call cost to connect to device
Support for non-geographical numbers
Point at our DID ranges, simple and cost effective
Port existing DID ranges if preferred
Benefit from exception call rates, save call costs
Global agreements for 64 countries across the world

7. High Availability Voice
Multi-point voice redundancy
1+1 redundancy scheme
Dual protocol, ports, blades, gateways, geographies
Keep-alive technology
Automatic gateway switching
Call context synchronization, active calls unaffected during a switchover
Hitless software upgrades
Can upgrade SBC firmware without disturbing current calls
High capacity and scalability
Upto 10,000 agents supported on a single gateway
Designed for PCI Compliance

8. Voice Quality Management, security and control Precognitive innovation
QoE in-depth analytics and SLA reporting
Intrusion and fraud detection tools
Secure registration process
Voice quality fully monitored
Bandwidth utilization reviews
Alerts
Precognitive innovation
Live correction of problems before they occur
Pin-point QoE health across entire network
On-Net – “Connected”
VoIP technology and gateways
App and DB servers same backbone

9. Voice Quality Live call data recording
Quality of Experience management
Data Center
Customers sites
Remote Worker/WAHA
PC SIP Client
Wi-Fi
Home-spot
ITSP2
EMS-SEM
QoE CDR
OnNet
Internet
ITSP 1
Mediant4000E-SBC
SEM

10. Voice Technology Innovation
Security Firewall and Access Control Encryption
Topology Hiding
Denial of Service protection
Call Theft and Fraud protection
Connectivity Interoperability SIP Normalization
DTMF Conversion
Protocol/Coder Policing
Fax &Voice Transcoding
NAT Traversal
QoE Survivability Call Admission Control
QoS Monitoring and Troubleshooting
Voice Service Assurance
Session Border Controller
Mediant4000E-SBC

11. Compliant – PCI Secure IVR
Agent requests card details from caller
Touch tone digits removed 1 3
PSTN
Caller enters credit card digits by keypad
Agent cannot hear the touch tone digits but can hear the caller 2 4
www
----- Key Messages -----
TOTALLY PCI COMPLIANT
INNOVATIVE way to provide an EXCELLENT solution to customers whilst ensuring MAXIMUM PAYMENT PROCESS SUCCESS
----- Presenter Notes -----
In terms of compliance there are two key areas we like to talk about. Firstly, PCI compliance. In this slide we’re going to talk you through our innovative PCI compliant secure IVR capability. Secondly, we’re going to touch on Ofcom compliance also.
So in overly simple terms, PCI compliance introduces a number of technology and process requirements to ensure customer financial data is not accessible to be used fraudulently. In practical terms if a customer provides their credit card details over the phone and you are voice recording, then you are effectively storing those customer financial details AND the agent may well write them down which is all totally non-compliant in terms of PCI.
Many consider the ability to exclude recording those details all together as the most efficient way to ensure PCI compliance and so up until recently have ‘stopped and started’ voice recording manually or even automatically, else they’ve considered handing the customer off to an IVR to complete payment.
The issue with the first method, of stopping recordings, is that the agent still gets to hear those details and that means requiring a water tight PCI process that’s not easy to monitor and manage. The second method, handing off to an IVR results in a much higher rate of customers not actually finishing the payment process.
The Solution
Hermes Net provides the most innovative way to comply with compliance regulations, and ensure maximum payment processing success, with an agent being present on the call during an automated IVR payment.
HERE’S HOW IT WORKS – GO!
The agent conferences an IVR application developed in Vocalcom’s Interface designer environment in to the call with the customer
The IVR application provides the relevant prompts, firstly requesting card details from the customer
The customer then types the digits using their DTMF keypad
The DTMF tones are masked in the application so that the agent cannot hear them. However, the agent is able to coach the customer through the transaction or restart the IVR application should an error or mistake be made.
The IVR connects with the payment gateway and subsequesntly processes a payment
The agent can be notified of that at their desktop and the process is complete.
This approach not only ensures PCI compliance, but it also provides a great experience for the customer as well as ensures a maximum completion rate in terms of using an automated service to make payments.
When it comes to providing true PCI IN THE CLOUD, even when not storing the data, we still have to make sure any transport of information is secure also. We have adopted the most advanced core network component technology to ensure data is totally secure.
When a customer enters their DTMF digits, this is potentially traceable in the IP message packets. So we ensure not only that the transport layer is message encrypted, but that we support with network privacy so information at each leg of the network communication is checked and authenticated as well as securing with protection against DOS and SIP attacks should someone wish to attempt getting to any packet network traffic.
Our solution is based on advanced gateway technology and configured, FULLY MANAGED and secure for our customer’s peace of mind AND enabling them to be FULLY PCI COMPLIANT. 6
Merchant payment
Payment service provider 5

12. PCI Compliance / Key Security Technology
Encryption
Communication streams and signal messaging encrypted
SRTP for media stream encryption (RFC 4568 SDES voice and video)
TLS Security signal messaging encryption
Network Privacy (topology hiding)
Advanced security applied at each ‘leg’ in communication
Dynamic restrictions on ‘untrusted’ legs
Protection against DOS/SIP attacks
Rich message filtering rules: message size, number of headers, message body types, request type and more
Access lists, concurrent calls, layer 3 and SIP Dialog rate limiting
----- Key Messages -----
UNIQUE CLOUD PCI Compliance
----- Presenter Notes -----
When it comes to providing true PCI, even when not storing the data, we still have to make sure any transport of information is secure also. We have adopted the most advanced core network component technology to ensure data is totally secure.
When a customer enters their DTMF digits, this is potentially traceable in the IP message packets. So we ensure not only that the transport layer is message encrypted, but that we support with network privacy so information at each leg of the network communication is checked and authenticated as well as securing with protection against DOS and SIP attacks should someone wish to attempt getting to any packet network traffic.
Our solution is based on advanced gateway technology and configured, FULLY MANAGED and secure for our customer’s peace of mind AND enabling them to be FULLY PCI COMPLIANT.

13. Vocalcom Cloud Benefits
Fully redundant
High capacity and easy scalability
Advanced, reliable and secure
Environmental control, fire detection / suppression and multi- layer physical security systems
Ultra-low latency
Backbone for world leading cloud
Uptime 99.95%
Advanced and dedicated managed 24x7x365