storm CONTACT is a multi-channel customer engagement hub and CCaaS (Contact Centre as a Service) solution that delivers inbound and outbound interactions, including iACD® (intelligent Automated Contact Distribution), for any size of organisation, connecting people and devices to the best automated or live resources for their enquiries, however, wherever, whenever and in whatever quantity they choose to interact.
CONTACT’s iACD logic uses universal queue management to processes inbound and outbound enquiries in a single, blended queue. This combines storm’s Mediated Interaction Matching (MIM) technology, to-the-second presence-based contact routing and multi-channel analytics, matching the contact to an automated source of information or an appropriate live agent based on factors such as personality, waiting time and skills.
CONTACT Topology (Interactive Diagram)
storm CONTACT comprises a range of applications, integrations and interfaces which empower users with complete control over all services and consumers with choice over how, when and where they interact. Please click on the diagram below to learn more about each area.
storm CONTACT Agent Interfaces
These interfaces are used by contact centre agents to handle enquiries rapidly and effectively. The DTA provides a single converged interface for all channels of communication, including social media, voice and SMS. It also displays relevant contact information, e.g. previous interaction history and personal data, pulled from a wide variety of third-party systems, such as CRM resources. This allows enquiries to be handled more quickly by creating a single thread of multi-channel communication history against each consumer. Meanwhile, the personal VIEW module gives agents oversight of their contact handling times and other metrics, helping them to monitor and improve their own performance.
storm CONTACT Supervisor Interfaces
These interfaces allow contact centre supervisors to monitor and support their agents’ performance, providing feedback on agent contact handling through VIEW reports, and facilitating direct supervisor support via listen-in and barge-in features, voice whisper prompts and private web chat.
Service Creation Interfaces
The FLOW service creation tool allows storm users to independently create a huge array of complex, automated, multi-channel services using an intuitive drag-and-drop interface. FLOW is also able to use Action Cells to call integrations with a huge range of third-party systems and data sources, (e.g. CRM, emergency callout scheduling), leveraging external information into the storm service.
Management Information (MI) Interfaces
These interfaces provide managers with comprehensive real-time and historical reporting, allowing them to monitor all aspects of service, from holistic performance over entire, multi-sited communications estates down to granular agent activities, and improve performance using sophisticated statistical data analysis tools.
OAM&P (Operations, Administration, Maintenance & Provisioning) Interfaces
OAM&P interfaces are used to order, configure, maintain, adjust and provision storm services, from the initial delivery through to ongoing enhancements and modifications.
Through the Provisioning Portal, administrators can rapidly configure and distribute order forms and complete customer orders, simplifying the entire onboarding process through a single converged web interface. The Portal also allows for upgrades and service adjustments.
Operations, administration and maintenance interfaces provide complete control over all elements of back-end storm service management, from configuring multi-channel endpoints and distribution rules at different sites through to setting up users, agent groups and routing logic.
RTInstantBilling is an interface which provides hierarchical real-time billing over all storm services, enabling administrators to rapidly customise and compile bills over any particular area.
storm CONTACT Integrations
CONTACT uses a variety of methods to integrate with a huge number of different systems, databases and applications, including:
- Open Database Connectivity (ODBC) queries and responses
- SQL and Oracle requests and responses
- SFTP – secure FTP file transfers
- HTTPS – secure HTTP requests and responses
- SOAP requests and responses for XML-based queries and data acquisition
- VoiceXML for interactive voice dialogues
- TCP/IP services
- PHP and AJAX for dynamic web applications
- SNMP – Simple Network Management Protocol for system alerting
- SMTP and SMPP for email and SMS messaging
- Web services using the storm INTEGRATE API to query remote data sources
storm CONTACT Integrations
CONTACT integrates with a huge variety of different systems, databases and applications, including the examples above. Through integration, CONTACT can mass automate enquiries across multiple channels by interfacing directly with third-party systems, facilitate enhanced contact handling by delivering relevant customer details directly to agents, and even enable data to transfer seamlessly between multiple disparate applications.
storm CONTACT delivers a huge range of services to hundreds of the world’s largest organisations, in sectors ranging from utilities through travel to retail. Customers interact with third-party systems or storm applications in order to communicate, with the platform processing enquiries across every channel in the same way.
storm powers over 2000 separate applications, which enable customers, systems and communication services to seamlessly interoperate.
storm is Europe’s largest communications platform, delivering Communications Integration services to hundreds of clients worldwide through thousands of applications. storm underlies the CONTACT suite of Cloud Contact Centre services, providing the core reliability, power and scalability needed to seamlessly process any volume of simultaneous enquiries even during spikes in demand, while also converging hundreds of integrations on a single platform, enabling an enormous variety of services to interoperate.