Hosted Contact Expert

Overview

Hosted CE provides a different method for customers to consume the full power and almost all of the feature set available from our heavy duty contact centre solution – Contact Expert. It can now be subscribed to.

Managed Servers

Geomant takes all the hassle of maintenance and upkeeping the server components, including version upgrades and support. We provide administration as a managed service, e.g. designing and crafting IVR flows, scripts and general CE administration.

Hosted CE Status

Geomant publishes any maintenance activities and service availability state of Hosted CE on the Hosted CE Availability page.

Rich Client Features

Because the offering is based on our feature rich CE suite, customers use the CE Agent Application to consume services – including a rich set of API to provide full client side integration capabilities.

Product Version

Hosted CE is currently running on version CE 7.3 and the latest hotfix package. This means all server components and client applications need to be on this version.

Technical Requirements

As CE relies on Skype for Business, customers who already own on-premises or Office365 Online licenses for this telephony platform will need to make sure their SfB or SfBOnline setup is ready for 'federation'. Other then that, they simply need to deploy the CE Agent Application we packaged for the Hosted CE environment.

Skype for Business Online Custom Domain Setup

Please follow Microsoft's instructions for the SfB Online setup: https://docs.microsoft.com/en-us/skypeforbusiness/set-up-skype-for-business-online/set-up-skype-for-business-online#3-set-up-your-domain-and-users

Customers who don't have Skype for Business of any sort can utilize Geomant's own SfB infrastructure hosted from the same cloud environment. Here we provide the SfB as well as our own Contact Expert agent application for deployment at the agent workstations.

On top of this, all that is needed is a solid Internet access capable of handling the planned contact centre traffic.

Hooking up the Voice Trunks

We are ready to receive and terminate any SIP trunks in our Hosted CE environment directly, should customers decide to stick with their existing PSTN providers.

We are also perfectly OK to establish a link between our cloud environment and customers' on-premises telephony systems, and if needed, to deploy the necessary devices (SBCs) to route a locally terminated PSTN trunk into the Hosted CE cloud service.

Product Documentation

The Agent and Administrator Guides are available from the Contact Expert main page of this knowledge base. Please select the document corresponding to the HCE product version highlighted above.