RedContact™ – Contact Centres from the Cloud
Modern consumers demand interaction with contact centres on their own terms, across any devices, from any location, and at any time. Their requests can come through in any volume and across any channel, creating “unstructured demand” – but consumers still expect to be provided with a high-quality, consistent experience, regardless of how they choose to interact.
To respond to this, contact centres need to be able to scale on-demand to handle potentially enormous peaks in multi-channel contacts, while providing effective automation capabilities and delivering relevant intelligence to agents for a superior contact handling experience.
RedContact™ is a flexible inbound and outbound contact centre solution, delivering multi-channel intelligent Automated Contact Distribution (iACD®) and Computer Telephony Integration (CTI) for any size of organisation. RedContact runs on the DNX® series of media gateway platform from Redwood Technologies and sits within Redwood’s award-winning RTSinfonia® hardware and software architecture.
The system leverages intelligent algorithms which take into account a huge range of factors, including skills and personality traits extracted through Redwood’s Mediated Interaction Matching (MIM) technology, to effectively match each contact to the best available resource, whether automated or human. It is suitable for businesses of any size and can scale from tens to thousands of users. RedContact can be deployed as a standalone product, RedContact CPE (Customer Premise Equipment), or can be provided in conjunction with RedPBX for a more comprehensive set of features, including the Personal Portal.
The RedContact™ application allows administrators to create and manage contact centre agents and automatic call distribution rules using an intuitive graphical interface. The system holds multi-channel contacts in ACD (Automated Contact Distribution) queues, distributing incoming contacts to agents using flexible matching rules. Agents can receive queued contacts using TDM (Time-Division Multiplexing) turret phones, Redwood’s iPath® IP hardware phones, the iPath software VoIP client or via third-party CRM applications using RTIntegrate connector modules. RedContact provides:
- intuitive graphical interfaces allowing users to create services quickly and easily
- intelligent ACD queuing and routing including skills-based, personality-based and cost-based routing
- converged services and multi-channel queuing features allowing you to handle emails, SMS messages and web chat requests
- powerful real-time and historical monitoring and statistical analysis capabilities
- full CTI (Computer Telephony Integration) with CRM (Customer Relationship Management) integration, enabling agents to provide a seamless, personalised service, with customer information appearing as a screen pop
Queue Matching Rules
A queue is a first-in first-out waiting area where multi-channel contacts such as emails, SMS messages, voice calls or online chat requests are held until routed to an intelligent automated menu or an available live agent. Each queue represents a stream of contacts with a similar set of requirements.
For IM (Instant Messaging) enquiries, the information contained within the header or body of each message is automatically reviewed using intelligent keyword recognition technology. Sender information can also be analysed and matched to existing third-party databases, such as CRM systems. In this way, RedContact is able to determine how best to route the enquiry, whether by automatically matching senders to information such as FAQs or even to the best available live agent, based on factors including keywords and previous interaction history extracted from third-party systems.
Contact distribution concepts
Contacts are mapped to waiting groups of agents via configurable iACD matching rules. ‘Hunting / escalation’ rules first search for available agents across a set of primary agent groups. If none are free, the system can overflow the contact to search for alternative agents in other departments. Waiting criteria can be defined for each rule in order to set the acceptable period for which a requester will queue before the system will attempt to route them to appropriately skilled agents in other groups. Agent skill level criteria allow contacts to be routed to agents whose skills within a particular group meet a certain level, while availability criteria allow contacts to be routed to agent groups only if a certain number of agents are free within the group. In this way, a cascading series of rules can be built that automatically overflows contacts to a wider selection of agents during busy periods.
Once the system has selected a pool of available agents able to handle the contact, ‘agent ordering’ rules define the sequence in which they are selected by the system to be assigned work. Agents can be selected according to the length of time they have been waiting, the highest or lowest available experience level, their skill level specific to a particular department, their cost, the languages they speak or any other custom criteria defined for the organisation. Queues can be given a priority to ensure that if agents are handling contacts from more than one queue, the highest priority queues will always be serviced first. For example, high priority services or emergency helplines may require that contacts are connected to agents within a short time. Prioritising such a queue above others ensures that requesters in the emergency queue take precedence: the system will attempt to route them to agents ahead of those in other queues.
To learn more, please download our flyer.
As consumers increasingly want to be able to interact with organisations on their own terms, they are becoming less receptive to linear outbound interactions, especially when confronted with interactions from automated voice calls and outsourced contact centres. These contact methods lack the personalisation and specialised knowledge that effective customer engagement demands, and can both damage brands and evoke customer dissatisfaction.
RedDial™ is Redwood’s multi-channel outbound product, comprising automated and live agent dialling and fully integrated campaign support across SMS, IM, social media and email. Its state-of-the-art dialler capabilities encompass predictive, power and preview features, while its wealth of multi-channel mass personalised engagement options ensure that users can proactively communicate with consumers on their own channels with tailored, effective content. This leads to improved customer satisfaction and engagement.
RedDial can scale to handle millions of contacts within hours while fulfilling stringent regulatory demands. RedDial can either be deployed as a standalone product, integrating with RedPBX™ or a client’s existing PBX via either TDM or SIP/VoIP, or can be provided through a cloud delivery model as storm DIAL™.
RedDial builds on its heritage of being the first ever example of a Telephone Preference System (TPS)-compliant dialler in its deployment for the Daily Telegraph in 2001. Through integrating with any regulatory database, RedDial ensures that contacts across any channel can be treated securely, enabling organisations to run effective, targeted mass outbound campaigns without risking data protection breaches.
As standard, RedDial incorporates the facility to:
- Configure the number of active Dialler lines to run
- Select the current campaign to run (if only one campaign is to be run), or run all campaigns simultaneously
- Create, edit or delete a campaign call flow, incorporating automated and live interaction with customers
- Add or remove telephone numbers to or from a campaign
- Import a telephone number list to a campaign
- Update the TPS list
- Create or delete a user, or modify user details including user rights
- Set System Options, including the Retry Interval, Maximum Call Count, Hunt Group Number – the telephone number for a group of Agents – and the PSTN Call Timeout in milliseconds
- View the customer’s details on the screen when the call is answered
- Add new details to the customer’s record
- Configure options for when Voicemail/answering machine is detected.
Additional features include:
- Integration with third-party software and hardware infrastructure
- ‘Completion codes’: agents can log call results to the contacts database, and schedule call-backs in order to speak to the same customer at a more convenient time
- Powerful at-a-glance reporting screens for complete control over outbound dialling, contact centre environments and campaigns
- Optional integration with additional feature-rich Redwood products, including call recording, scoring and archiving
- Powerful pacing algorithms control service performance, in real time
- Intelligent call routing capability to select the most appropriate agent to take the call
- Full TPS compliance
- Answer Machine Detection (AMD): detect voicemail automatically
- Multi-channel integration: supports SMS, MMS and email
- Full VoIP and TDM integration
How it Works
- Services are created and provisioned through the RedDial management portal.
- Integration with existing CRM database enables contact lists and agent details to be imported.
- If an agent(s) is available, the dialler automatically calls a customer based on the pre-defined service logic.
- Intelligent matching rules connect the most appropriate agent to the caller. Integration with Redwood’s Desktop Telephony Assistant (DTA®) provides a range of information to the agent, including the campaign name, customer number and any relevant contact history, enabling the call to be completed quickly. Outbound calls can be made from desk phones, or via computers using the iPath® softphone.
- Real-time and historical reporting across all campaigns provides essential data required for continual optimisation of service levels.
To learn more about RedDial, please contact us for a feature overview.
Compliance and quality management are becoming increasingly difficult to quantify as organisations are forced to engage with customers on more and more channels. It is no longer sufficient to record just voice or email, as potentially sensitive information can be transmitted across any medium; equally, with customers engaging with your organisation on their own terms and across their own devices, it is imperative that you have the capability analyse the quality of every interaction, to ensure that the customer experience remains consistent.
RedRecorder™ is a suite of recording products that captures every type of data, including call logging, screen recording, Instant Messaging logging and SMS recording. Solutions are available for data (packet-switched), wireless and circuit-switched (TDM) networks. RedRecorder can be delivered as customer-premise, in the cloud or as a hybrid, depending on scale, security and cost requirements.
Scenario 1: Multi-channel Contact Centre Recording
|1a.||Incoming calls are routed to the organisation’s switch via the PSTN; outbound calls made by contact centres are routed via the PSTN to customers.|
|1b.||Customers interact with client-side contact centres through instant messaging over the internet or via SMS messages.|
|2.||Depending on the delivery model, calls can either terminate directly onto a Redwood softswitching platform, or onto an existing PBX.|
|2a.||Inbound and outbound calls travel through the on-premise switch to or from the contact centre.|
|2b.||All calls are routed through RedPBX™. Inbound calls are routed to an existing contact centre or to RedContact™, Redwood’s multi-channel contact centre product, while outbound calls are made from the contact centre or RedDial™. SMS messages and instant messaging are routed through RedContact blended queues to contact centres.|
|3a.||Calls made to or from the existing switch are automatically recorded by RedRecorder.|
|3b.||RedRecorder integrates with a number of other Redwood products. Calls made through RedPBX are recorded in the same way as from an existing switch, and calls recorded from RedContact can be matched with screen recordings of agents’ activities, enabling improved quality control. SMS messages and instant messaging can also be logged. Stored calls, SMS and IM can be retrieved through the management portal, which can also be accessed through RedResponse™. Agents with sufficient privileges using the iPath soft phone can choose when to start and recording calls.|
|4a.||All call recordings are securely stored on a Redwood database.|
|4b.||Multimedia recordings can be accessed through the management portal, which provides a range of additional features, such as ratings and downloads.|
|5.||Recordings can be transferred at any point to back-end databases, which can also be integrated with Redwood products through RTIntegrate APIs.|
- Scalable, highly resilient network-strength platform
- Always-on or on-demand call recording for inbound or outbound calls
- Screen recording
- IM recording
- SMS recording
- Mass capacity secure data storage
- Supports standards such as Level 1 PCI-DSS compliance
- Ability to export recordings via FTP or distribute as email attachments
- Intuitive point and click web interface
- Instant call retrieval and playback: recordings can be streamed, downloaded or exported directly from the web-based interface
- Ability to rate, share and make notes against recordings
- Advertising spend analysis: media source information and cost can be associated with an inbound access number, allowing users to evaluate the cost effectiveness of a marketing campaign
- Built-in multi-channel integration: automatically generate SMS or email alerts of missed calls, or add callers to a contact list in order to distribute SMS marketing messages
- ISO9001 and ISO27001 accreditation for quality management and data security
- Integrates with any Redwood application or third-party system using an RTIntegrate™ API.
How it Works
RedRecorder is a highly flexible application that can be deployed in a wide range of configurations. Through RTIntegrate APIs, it can interoperate with a huge number of different client systems and Redwood applications, giving organisations the ability to record a large variety of information. Example deployments of RedRecorder include:
Recordings are stored in an ‘Inbox’, which presents details of each new recording and allows users to stream, download, export or organise recordings. Users can open an individual call recording in order to view its details, edit its title, store notes against the recording or score the call against a set of configurable criteria. Upon completion, users can archive the recording by moving it into a personal folder, or into a global folder in order to share the recording across the organisation. Recordings can be streamed using a media player such as Windows Media Player, downloaded to a local machine or exported to an FTP server or email distribution list. Recordings can be stored in WMA (Windows Media Audio), MP3 or WAV format. For industries where call recording is a requirement, recordings are stored as uncompressed PCM (Pulse Code Modulation) WAV format in accordance with regulations. Recordings distributed via email or FTP can be compressed into ZIP file archives. Each distributed ZIP file can contain an Excel spreadsheet or CSV (Comma Separated Values) file containing full details for each recording transferred as part of the export. A maximum size can be set for files sent as email attachments. RedRecorder also logs SMS messages and instant messages, which can be accessed through the management portal. RedContact agents who have been given sufficient privileges can access and download recordings from the Personal Portal.
RedRecorder allows users to configure ‘dial through’ and ‘fixed routing’ services for geographic and non-geographic numbers. All of an organisation’s access numbers can be routed through a Redwood platform, enabling its voice recording functions, integrated media campaign reporting, contact list management and SMS broadcast functions. These value-added features can be deployed without making changes to existing infrastructure. A ‘fixed routing’ service can be used to route a company’s business numbers to any onward destination through the RedRecorder system, allowing users to change the routing configuration for numbers with a few mouse clicks. A ‘dial through’ service allows users to use the system as an outbound call routing platform, ideal for distributed or home workers or for when call recording is required on occasion. Agents dial in to the RedRecorder system and are prompted to enter the outbound destination number they wish to dial. Userscan select a CLI (Calling Line Identity) number to present for outbound calls on each access number, allowing a geographically distributed workforce to appear as if they are located in a single office. When the call is complete, agents can press a digit to initiate a further call without disconnecting from the platform.
Call Scoring and Assessment
Scoring profiles allow users to analyse and monitor the performance of contact centre staff. A full set of detailed scoring criteria can be created for an entire organisation or for individual departments. Users can rate each aspect of the call, setting a score and making notes against each criterion. The call can also be given an overall rating and make detailed notes. These details are stored against the call recording and can be reviewed by bringing up the call details screen. Exported call recording ZIP files will contain a spreadsheet or CSV file listing the detailed scoring profile against the details for each call.
Missed Call Notifications
If a call to an access number is not connected to its onward destination, RedRecorder can generate notifications by email or SMS message. Field codes can be included in missed call messages in order to relay details of the caller including the access number dialled, the CLI of the caller, the date and time of the call, and the media source details associated with the access number at the time of the call. Notifications can be sent to an email or SMS distribution list. For customers whose calls cannot be connected to their destination (for example if the call meets with busy tone or is not answered), the caller can automatically be sent a reply SMS message informing them that the call has been logged and that a company representative will call back.
Recordings can be downloaded to a local machine or exported to an FTP server or email distribution list directly from the Inbox or folders. Automated export plans can be configured to ship recordings to a secure FTP server on a regular basis. Recordings are exported in a compressed ZIP file containing a configurable number of recordings, along with an Excel spreadsheet or CSV file containing full details for each call, including its media source information and full scoring profile.
Organisations, Departments and User Rights
RedRecorder enables users to manage multiple organisations and sub-organisations in order to provide call recording services to multiple sites or customers. For example, if a business has multiple franchises, each branch can be configured as its own sub-organisation. The top level administrator can provide services to each sub-organisation, and decide which features are available to users lower down the hierarchy. Each function of RedRecorder is controlled by user rights, allowing system administrators to control which parts of the interface can be accessed. Scoring questions, for instance, can be set by the top level administrator, or each branch can be given the ability to edit and create its own scoring profiles. Organisations can be further divided into departments, allowing users to group call recordings according to the department handling the call. When reviewed, recordings can be assigned to the relevant department so that a search can return a list of recordings specific to a department within an organisation. Each department can have its own set of scoring criteria in order to rate the performance of agents in line with criteria specific to each section of the business. The Audit Log and Operator Report pages present logs detailing every login and action performed on the system, giving administrators the ability to trace all changes made by users.
In today’s fast-paced multi-channel world, it can be impossible to attend every meeting, especially when interacting with an international client base, or even a globally distributed workforce. Time is a critical resource, and there is increasing pressure on businesses to reduce carbon footprints. Organisations need a way of providing the same confidential, personal environment as a face-to-face meeting, but one that can be easily managed across the relevant telecommunication channels.
RedMatrix has been the trailblazer for audio conferencing applications since it was first released in 1995, featuring what is believed to be the first ever graphical drag & drop interface for conferencing management & customisation. Its innovative feature set has since become the industry standard, with companies looking to gain a competitive advantage through adopting RedMatrix elements as their own. Today, the product is available as customer premise equipment or through a cloud delivery model and is used by large enterprises and government organisations around the world. Deployments can range from ten to tens of thousands of ports, with the flexibility and scale of RedMatrix continuing to ensure its position at the forefront of conferencing technology in any environment. As one of the flagship products comprising RTSinfonia, RedMatrix has continually provided the highest standards of conferencing functionality, enabling organisations to remain ahead of the curve in mission-critical environments. The enormous capacity and secure underlying framework at the heart of the product can be enhanced with a host of powerful additional features such as detailed graphical reporting and multi-channel functionality, which can be integrated effortlessly with the platform’s open architecture.
- Multiple conferences on a massive scale
- Highly customisable interface and services
- Powerful platform enables conferences to be instantly provisioned
- Flexible integration with any existing systems to provide services as additional layers rather than replacements, saving money and increasing efficiency
- 99.999% availability for high resilience
- Secure infrastructure backed by ISO27001 and ISO9001 accreditation
Features & Functionality:
- Underlying DNX/INX hardware can scale to tens of thousands of ports
- Resilient, approved telecommunications interconnect switch
- Multi-protocol circuit switching: SIP, H.323, SS7, E1, T1, V5.2, GSM, analog
- Redundant architecture with highly resilient inter-chassis switching and resource sharing
- Compliant recording across all conferences
- Advanced additional features can be easily bolted on
- Management either through Windows or a web interface
The RedMatrix Conference Manager provides users with an intuitive graphical user interface for easy switchboard console and conference management, powered by RTFlow technology. RTFlow is one of the most powerful service creation and management tools available, enabling the user to fully customise RedMatrix services to accommodate specific requirements. RedMatrix acts as a virtual conference bridge, allowing operators to connect callers to one another using this drag-and-drop feature, and to monitor and supervise conferences in real-time on their screen. Each caller appears as an icon on the display, allowing operators to connect lines and create conferences by dragging and dropping their caller icon. Users can easily be added to or removed from conferences. The console has an extensive range of facilities including contact management, blast dial with warm or cold transfer into on-the-fly conferences, and ‘Meet Me’ conference booking with or without recurrence. Multiple conferences can be managed, scheduled, initiated and terminated via point-and-click functions, for rapid provisioning of mass calls. A secured login permits access by authorised users only, and each individual caller can be assigned a secure PIN number to dial into conferences, enabling operators to retain control. One operator can easily control several conferences convened simultaneously on the same bridge. Alternatively, multiple runtime licences allow separate conferences to take place on the bridge, each managed separately by different operators, creating flexible working options.
Users can be assigned different privileges, enabling them to act as operators and service callers, or perform administrative functions such as entering contact details, creating user groups or configuring conferences and access numbers.
RedMatrix Conference Manager designates one or more conferences as ‘Waiting Areas’: Callers are provided with a Direct Dial-In (DDI) into a Waiting Area and arrive in Listen Only mode, so they are not initially aware of being in a conference. RedMatrix internet display When an incoming call arrives, an icon representing the caller appears on the operator’s screen along with the Calling Line Identity (CLI). If the caller is known to the system the icon is labelled with the caller’s name. The operator, who is also dialled into the system, can click the caller’s icon in the Waiting Area, which moves the caller into an instantly created on-the-fly conference and displays a contact list on the screen. The caller requests the contacts they want in the conference, and the numbers can then be assembled and blast dialled into the conference with the click of a mouse. Alternatively, contacts can be brought into the conference via a ‘warm transfer’. This places the contact into the conference as a ‘ghost’ icon, allowing each contact to be called one by one and personally introduced to the conference. Once contacts’ ‘ghosts’ are in the conference, the task of bringing them in can be shared among multiple users. A Conference Manager user can:
- Identify callers who are known to the system by the label on their icon Bring requested contacts into a conference with the caller, either by ‘warm’ or ‘cold’ transfer
- Move participants from one conference to another by clicking and dragging
- Set up a conference for participants to listen to another conference
- Set individual participants to full participation or listen-only
- Manage large conferences by automatically queuing callers and letting them know when it is their turn to speak
- Blast dial a contact group into a conference
- Talk to an individual conferee without disturbing the other participants, then return the individual to the conference
- Listen to individual lines, for example to find a noise that is disturbing the conference
- Lock or unlock a conference.
A conferee can request assistance by pressing a key sequence on their keypad; the request appears on the operator’s console as a ‘question mark’ icon, allowing the operator to service the caller.
RedMatrix has an extensive and flexible database structure for its contacts list. Each contact can have multiple numbers, along with email and other address details (BlackBerry and STE are supported). Live presence information enables users with sufficient privileges to see whether callers known to the system are dialled in to any conference, and which number they are using. An administrator with contact rights can:
- Add, edit and delete an extensive set of contact details, including eight principal phone numbers, address details, Follow-Me information, miscellaneous notes and user ID and password
- Set up Speed Dial buttons for frequently called contacts
- Set priority levels for contacts according to their rank or importance (this also allows callers in the Waiting Area to be arranged by their priority)
- Set Do Not Disturb times for contacts
- Create or modify Contact Groups.
Furthermore, fields in the contacts database can be customised by administrators to suit the individual requirements of any organisation. A contact can also be set up as a post, so that the details that relate to the post can remain when the individual manning the position changes. Additionally, RedMatrix Conference Manager has the option to import the organisation’s existing contact details into the database from a file.
There are three different types of conference on RedMatrix:
- On-the-fly: this is created automatically when the user clicks the option to service a caller. The user can then rename the conference to reflect its purpose. The conference is deleted from the system when all conferees have left, but a record of the conference is stored in the log for reference.
- Meet Me: this is booked by the user on request. The user gives the conference a name, allocates a DDI and Access Code, and sets the time window for the conference to be active. Recurrence can be set as daily, weekly, monthly or none. Emails can then be automatically distributed to the expected participants to inform them of the booked conference.
- Standard: this is a ‘permanent’ conference that remains on the system until it is deleted, whether or not it currently has any conferees. A standard conference does not require a DDI, but can have more than one DDI with different access criteria. For example, some participants may be invited to call a number that requires caller verification for security purposes, and others may call a different number that recognises their CLIs. A standard conference can also be set up to automatically and instantly dial out to a designated Contact Group of any number of users when the first caller joins, regardless of the time or date, further increasing efficiency.
Caller introduction functions through an IVR prompt that asks the caller to speak their name, which is then announced to the other participants. A conference can have caller introduction enabled, disabled, or set to follow the DDI setting. The language for IVR (Interactive Voice Response) prompts can be customised, as can the maximum number of conferees, and the key sequence to press for assistance. Background music can also be set (including playing the ‘ringing tone’ to callers, for example in a Waiting Area). In Waiting Area conferences, a Waiting Time is set, after which the caller’s icon changes colour to indicate that the caller needs to be serviced. Conferences are allocated to users, so that users may be allowed to view or manage only certain conferences.
In DDI settings, users with sufficient privileges can customise whether a DDI requires caller verification, provides caller introduction and whether the caller arrives in full or listen-only mode. A particular DDI can have multiple conferences assigned to it, separated by Access Code. This feature is used for Meet Me conferences; if the DDI has at least one Access Code configured, then it is taken to be available for Meet Me conferences and appears on the Conference Booking form.
An administrator can set up new users and allocate rights and the conferences that they are authorised to manage. All users are also contacts in the directory; however, it may be more convenient to allocate a user ID to a seat or workstation rather than to the individual occupying it, especially if the system is in use around the clock.
The platform’s call handling and performance can be monitored in real time using the Dashboard interface, a powerful live statistical reporting tool using award-winning RedView technology. Customised report screens can be created by dragging and dropping any combination of graphs, gauges and tables to the workspace, and an extensive range of filters can be applied in order to display statistics such as:
- Inbound and outbound call counts
- Current call volumes and system capacity
- The number of currently active conferences.
The Dashboard can also be used to create historical reports on service statistics over any time period. Fully customisable reports can be generated, displayed on the screen, exported, or shared with other users, enabling users of technical and non-technical backgrounds or varying skill sets to analyse easily detailed yet easily comprehensible graphs and reports.
The Conference Manager automatically writes two logs:
- The Operator Log records details of user actions such as creating, editing or deleting a conference, contact, user or DDI, as well as all Service Caller actions by the user.
- The Call Event Log records details of all calls through the system. The Conference Manager allows users to set certain calls to be logged. For example, certain contacts can be set to have their calls ‘always logged’, and outbound calls to bring in participants can be set by the user to be included in the log. These settings allow the call event log to be filtered for only those calls that are of particular interest.
The Operator Log can be viewed on the RedMatrix console or exported to a file for future reference.
Conference Recording Features
RedMatrix also provides Level 1 PCI compliant recording facilities, enabling users to add transcript and interpretation services to their conferencing portfolio. These can be accessed by authorised conferees at any time, including during conferences. Latecomers may fast-forward through the recording before entering the conference when they are ready. Missing the conference for any reason need not be a disaster, as the entire proceedings can be made available as an audio recording, or as a transcript after the conference has been completed.
The RedMatrix system runs on Redwood’s award-winning DNX-1200 and DNX-500 units. The DNX® is an intelligent network switching platform and communications server with a modular architecture that supports all industry standard protocols for telecommunications services. Redwood’s hardware is fully compliant with the EN300-386:2000 standard for electromagnetic compatibility. Redwood’s hardware and software architecture supports integration with a wide range of network infrastructures and third-party systems, which enables functions such as custom look-ups on data networks in order to push or pull information as required, or convert audio services into unified messaging. Its fully resilient architecture distributes resources across the system, ensuring that service availability and performance are second to none. To learn more, please visit the DNX-1200 product information page.
RedMatrix can be augmented with a wide range of additional services such as predictive dialling, call recording, intelligent call routing, interactive notification and alerting services. In addition to inbound and outbound voice and video, the system is designed to handle multimedia services such as SMS, MMS, email and web.