Midpoint Management — Local Calls, Global Application
At the core of Transera’s on-demand virtual call center software is our patented Midpoint Management technology. Residing at the edge of the voice network, Midpoint Management enables calls to be received from any originating network and distributed to any terminating network, regardless of network type or carrier. Locally–placed customer calls are intercepted and managed by Transera’s virtual call center software from an “intelligent midpoint” that lies between callers and globally–located customer service agents. This midpoint is not constrained by traditional boundaries of organization, technology or location, and allows supervisors to view and manage the full life–cycle of every call using the browser–based Transera Dashboard. In addition, using Transera’s browser–based Agent Desktop and any telephony device, Midpoint Management gives agents instant access to a full suite of call center applications — from any desk, in any office, offshore or at home.
Midpoint Management call center technology allows enterprise customers to place local calls and gives call center operations the ability to route those calls to any agent regardless of location. The software delivers cost savings by reducing the need to back–haul voice traffic and greatly increases the visibility and control supervisors have over every incoming or outbound call.
How Midpoint Management Works
Midpoint Management software performs the following call center management functions locally at the midpoint:
Classifies the caller through IVR interaction
Queues calls until the “right” agent is available
Connects callers to selected agents
Records and monitors calls for supervisors
Transfers and conferences calls across agents
Midpoint Management intercepts calls at the edge of the carrier's network via Session Initiation Protocol (SIP) on standard media gateways soft switches, call servers or session border controllers to invoke call and media control. Calls can be received from any originating network and distributed to any terminating network, including TDM, VoIP, IPLC and MPLS. From this virtualized point of control, a SIP Back–to–Back User Agent manages call and media control functions using Call Control eXtensible Markup Language (CCXML), Voice eXtensible Markup Language (VoiceXML) and Media Service Control Markup Language (MSCML) scripts. This model provides the advantage of being able to receive and distribute calls globally — from any originating network to any terminating network — while maintaining visibility and control over the lifecycle of every call.
Midpoint Management utilizes open standards (SIP, XML, CCXML, VoiceXML, HTTP) and off–the–shelf network components (media gateways, media servers, session border controllers). The software integrates easily with traditional call center technologies and leverages existing telephony and IP carrier networks already in place, and supports easy integration with intelligent call routing, workforce management, outbound dialing, IVR, CRM and business intelligence applications.
Summary of Midpoint Management Benefits
Reduce telecom and transport costs by keeping calls local
View the entire lifecycle of a call using centralized Transera Dashboard
Obtain real–time access to statistical data, historical reporting, call monitoring and recording capabilities across distributed call center operations
Gain visibility and control over distributed agent resources for service–level optimization and anytime, anywhere customer care
Queue calls in the network and intelligently distribute them across sites and agent teams
Record calls locally and store them centrally in repositories