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What’s Under The Hood

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At contactSPACE we’re constantly working to provide the best whole of business solutions to contact centres and inside sales teams alike.  Our approach is to take a fresh look at the business issues that exist in these environments and use our software to deliver the most efficient outcome.

When contactSPACE was conceived we decided to align ourselves with suppliers who embrace our mantra of finding better solutions for a business problem and to constantly push to improve the products they offer.  Our alignment with AWS (Amazon Web Services) has been about just that, and AWS also delivers the globalised platform that we need for our customers.

contactSPACE is constantly evolving to ensure that we’re able to exceed our customers’ expectations by using best of breed services in our delivery of reliable and scalable services to our customers.

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“Much of this significant investment is hidden under the hood”

Much of this significant investment is hidden “under the hood”, and yet it facilitates the delivery of effective solutions and better outcomes for our customers. We’re also experimenting with and testing the latest technologies to identify even more efficiency gains for our customers, such as being able to suggest the best times to call a customer or providing intelligent chatbots capable of having human-like conversations with customers.

We want to help our customers achieve better outcomes through solutions that use superior and current technology. Critically, we simplify the solutions for our customers so they’re able to gain the maximum benefit without all the headaches.

“Our scale has no practical limit, so our customers are able to grow rapidly on any given hour or any given day with absolute confidence.”

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Why use Service Oriented Architecture

We’re born in the cloud and that’s very important, however there are also many other significant aspects of contactSPACE that really set us apart. Many of these differences exist in the architecture of the solution which aren’t obvious, however, they make a significant difference to you.

contactSPACE is a unique solution using AWS services fully in their purest form – that is, the product is 100%  “Service Oriented Architecture” rather than the out-dated “traditional” or “legacy” models that other platforms are still using.

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“We’re born in the cloud and that’s very important”

To illustrate this very important point, we’re using Amazon Simple Que Service (SQS), a message queuing service, which makes the agent interface super light-weight. When an agent interface event occurs, it’s added to an infinitely sized queue capable of handling many millions of simultaneous new requests for agents.

By using a combination of AWS SQS, Lambda and DynamoDB, contactSPACE has been able to create a truly scalable contact centre application. Those still using old strategies would be forced to run processes on a bunch of servers which have limits and additional costs imposed on their performance.

No Servers – That’s interesting!

We use AWS Lambda, the very latest and best underlying technology. AWS Lambda exists in its own process space and is a serverless process, so when an agent wants to receive a new call, a Lambda function is triggered that retrieves the new call for the agent. That function has a limitless size, so for example we can run 10 million of them instantaneously if required, and it’ll still run just as quickly as for a single call, offering a completely consistent experience to the end users.

We achieve this by placing some metadata into the Amazon DynamoDB, a super-fast database, which doesn’t suffer from performance degradation when dealing with large volumes of data, even if a server somewhere is under pressure. Even if you could access many servers, it will always perform better.

As an example of how we deliver optimum reliability, we’ve also designed our security sessions to be separated from any database. Here we utilise Redis, where each session is now split amongst multiple data centres. Hypothetically, if an entire data centre went down, agents will remain logged in and continue working normally.

Geo-located URL’s

Another benefit to using contactSPACE is that when you log in to contactSPACE regardless of where you are in the world, you’ll be logged into the closest server to your location, made possible through a process called geo-located URL’s. The local server will work itself out so that it delivers the fastest possible speed for the location you’re in. This occurs for both data and voice, no sluggishness, no latency or call quality issues. Call recording storage is located in AWS S3 (just like Netflix), so you can download a recording from anywhere with a very low latency time and its always super secure.

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AWS Elastic Beanstalk

It’s not just the back-end that’s outperforming many competing products, as we’ve also created our front-end applications on AWS Elastic Beanstalk which is a load-balancing and auto-scaling architecture. This means that it can expand and contract in real time based on the requirements of the processes, delivering an optimal reliable service across the world.

Surprisingly, we’ve learnt that we’re perhaps the only solution provider achieving this as well. Why? Because its hard and you need to be at the front of the technology curve not weighed down by legacy platforms, old ideas and unwilling to make the investment in aspects of the service that customers rarely see.

We’re proud of the fact that we’re not afraid to innovate across the entire service that we provide to our customers, which also means that they’ll always be ahead of their competition!

To learn how we can help your organisation, you can get in touch by calling 1300 360 553 or email us at info@contactspace.com, and you can also find more information at www.contactspace.com.

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