Redwood for the Enterprise – solutions for mission-critical issues
Redwood products operate on the front line of corporate strategy and cost control. They are used to address the critical issues confronting any large enterprise: improving customer relationships and service delivery; reducing customer churn; improving internal collaboration and productivity; controlling and reducing costs.
Corporate communication
Redwood DNX-500: carrier-grade switching for the enterprise
Circuit-switched fixed-line voice services now form only part of a mix of corporate communication channels that might include packet-switched Voice-over-IP, mobile, email, SMS messaging, the web, corporate social networks and audio and videoconferencing. Today, many organisations require the stability, capacity and integrated capabilities of intelligent media gateways that were previously only cost-effective for network operators, carriers and service providers.
Redwood’s DNX-500 intelligent switching and communication platform offers full support for this new generation of multiple communication channels, with a modular design that enables organisations to deploy the mix of channels that is best suited to their needs.
The DNX-500 brings the functionality, ease of management and reliability of the award-winning Redwood DNX-1200 carrier-grade platform to a 5U form factor, with capacity scaled to match the requirements of today’s connected organisations. It blends scalability and future-proofing with backwards software compatibility that can substantially extend the life of existing Redwood deployments.
VoIP and PSTN functionality are incorporated, making the platform ready for the accelerating move to IP and the Next Generation Network, while still supporting the full portfolio of existing Redwood applications and services.
Bespoke
The DNX-500 can slot straight into an existing Redwood array and transform its capabilities, all at a very low cost per channel.
Redwood’s RTSinfonia® architecture allows easy adaptation and deployment of existing services and applications, as well as rapid development of new bespoke services, through the RTComposer® service creation environment. The DNX-500 is easily managed and configured through a web-based interface supporting industry-standard SNMP, incorporating a remotely controllable system diagnostic module.
Dual processors
Dual quad core Intel® Xeon® processors provide a proven high performance platform for the DNX-500, with dedicated memory banks for each processor. Loading is shared between the processors in normal operation, but the design allows for automatic failover to single processor operation in the event of processor or memory failure.
The flexibility of the architecture, with signalling and media processing on a single card, allows a choice of channel deployments ranging from medium to very high density, with scope for easy expansion if additional channels are required.
With end-users driving a new communications revolution, through platforms such as Twitter, Google™ and Facebook, enterprises and public sector organisations need to take control of the new multi-channel, multimedium environment. The Redwood DNX-500 gives organisations the control, flexibility and scalability they need, while extending and enhancing the profitable working life of their existing Redwood deployments.
IP Centrex/VoIP
IP Centrex is technology that replaces the old PBX-based (circuit-switched) corporate telephone network. It is based on Voice-over-IP (VoIP) technology, which enables voice telephony services to be delivered via an IP (packet-switched) network. IP Centrex is not limited to IP voice services – it also supports fax and interconnects seamlessly with legacy circuit-switched networks and mobile networks.
Cost reduction
The primary benefit of a Redwood IP Centrex deployment is the dramatic cost savings it can deliver to the organisation. Internal calls, including audio and video conferences, are free of charge when they are conducted over the corporate IP infrastructure and do not cross public networks. Management and maintenance overheads are also substantially reduced, with moves, additions and changes made simple.
Presence and remote working
IP – the Internet Protocol – introduces the ubiquitous presence and availability of the Internet to your telephone system. You can deliver the full resources of your corporate telephony infrastructure to all employees, wherever they may be working, and to branch offices or international sites. Calls can be routed out to mobile phones as easily as switching them to extensions on the corporate network.
Redwood iPath® IP Soft Phone
iPath integrates with any IP telephony deployment and is optimised for use with Redwood IP telephony solutions such as IP Centrex. It allows you to stay connected and manage your calls and availability with a comprehensive suite of voice, video, instant messaging and presence features. iPath provides hot desking access at the click of a button, or keyboard-based dialling, answering and call management. With integration to the corporate and public directories as well as personal address books, users can quickly place or transfer calls, looking up contacts by name or e-mail address. iPath incorporates features such as conferencing on demand, desktop sharing, call recording. Redwood is a Microsoft® Certified Gold Partner and iPath is optimised for Windows®-based PCs and laptops.
Unified communication
Business communication has never been faster or easier – except that, with so many channels, it’s still possible to miss a vital email or voice message. Redwood unified messaging and communication solutions bring the channels together and gives users complete control over the way their communications are handled. Messages sent as emails can be delivered as texts; Redwood text-to-speech technology can read emails over the phone; text messages can notify users when messages are ready for collection; calls to a user’s desktop direct-dial number can be re-routed across mobile networks.
Customers trying to reach key account managers or service engineers will begin to experience more responsive service, while key workers will waste less time dealing with the consequences of missed communications. These efficiencies and service improvements quickly accumulate within the business and contribute substantially to improved competitiveness and reduced customer churn.
Audio and video conferencing
Online meetings and teleconferencing are helping businesses to save vast amounts on corporate travel and accommodation. They also help to make meetings more efficient and foster closer, more effective collaborative working – if you can meet quickly over the phone or via an IP video link, then you are more likely to accelerate decision-making and project delivery.
Redwood audio and video conferencing solutions can also help to reduce your corporate carbon footprint. Our consultants and engineers can design a corporate conferencing solution that is optimised for your infrastructure, incorporating richly detailed management features. Redwood call recording can also be integrated with a conferencing service, allowing meetings to be recorded and made available for those who could not attend, or for review after the session.
Integrated management and control
Redwood RedView: Real-time service statistics from any data source
All Redwood services and applications can be monitored, managed and controlled through dashboards built within the RedView™ management interface.
RedView allows you to create fully customisable displays of real-time service statistics. Its instant reporting capability enables contact centre managers, customer relationship management teams, business process managers and others to oversee developing patterns of interaction as they occur, allowing them to take immediate action if any is required.
Real-time management
The RedView web interface can be configured to report on all standard data sources, such as SQL and Oracle, as well as on proprietary or bespoke databases. Data from diverse siloes of information can be viewed through a single virtual console, giving managers a comprehensive real-time overview of the interaction channels under their control.
RedView is integrated by default with all Redwood services and can be used to provide live statistical displays of events from any Redwood application. Statistics can be updated almost instantaneously, with a refresh time of one second. This speed is especially valuable during periods of high volume traffic, such as mass televotes or approaching financial deadlines, when managers may need to take rapid action to prevent loss of service.
Drag-and-drop design
RedView features an intuitive drag-and-drop web interface which allows you to choose the combination of reporting statistics for display. You can design your own dashboard report pages by dragging and dropping components such as charts, gauges and tables from a menu to your dashboard.
You can also design multiple dashboards, displaying different combinations of statistics to accommodate different reporting requirements. Each display can be modified on a per-user basis or configured for use across the organisation. Displays can also be saved as locked or unlocked templates, to be shared among users.
Integration with Redwood applications means that you can use RedView to generate real-time reports from any stage within your call flow, simply by pointing and clicking. For example, you can see how many callers have chosen a given call routing option within an IVR service, such as selecting an automated service, or speaking to a contact centre agent.
Multi-channel control
Monitoring this data can help to track performance and troubleshoot problems; for instance, the dashboard can show which IVR options have resulted in most lost calls. RedView can display a customisable combination of statistics from any call stage or event designed for a Redwood service.
As more and more customer interaction channels become automated, the need to keep track of diverse siloes of communication – voice, SMS, mobile, the web, Twitter and more – is high on the agenda for many organisations. The channel integration capabilities of Redwood RedView help to transcend the technological barriers, allowing you to track all aspects of your crucial interactions – whether between people or devices – at a glance, in real time.
