Cisco Unified Contact Center Enterprise
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This document provides a comprehensive overview of the technical integration between Cisco Unified Contact Center Enterprise (UCCE) and Syntphony Voice Gateway ("SVG") and Syntphony Conversational AI ("SCAI").
This integration aims to enhance the efficiency and capability of contact center operations by incorporating advanced virtual assistant functionalities, which automate routine interactions and improve customer service.
Purpose
The primary objective of integrating UCCE with Syntphony Conversational AI is to leverage the sophisticated telephony and contact center capabilities of UCCE with its intelligent automation features. This integration is designed to streamline operations, reduce response times, and offer a seamless customer experience through advanced interaction management.
Technical Architecture
The integration architecture involves several key components, each playing a critical role in ensuring seamless operation. Notably, this integration exclusively utilizes VoiceXML (VXML) and does not employ SIP (Session Initiation Protocol) or RTP (Real-time Transport Protocol). This design choice simplifies the interaction flow and enhances security by limiting the protocols in use.
Core Components:
Customer Voice Portal (CVP) and VoiceXML Gateway/VVB:
VoiceXML Gateway (VXML Gateway): Acts as the interface for executing VXML scripts, which drive the interactions between customers and the system. It ensures that voice interactions are processed correctly, and responses are delivered promptly.
VoiceXML Browser (VVB): Works in tandem with the VXML Gateway to interpret VXML documents and manage the dialogue between the customer and the system. This component is crucial for converting VXML scripts into interactive voice responses, enabling effective communication.
ASR/TTS Systems: Provide Automatic Speech Recognition and Text-to-Speech capabilities, enabling the system to understand spoken language and respond with natural-sounding voice prompts.
Dynamic Flow Generator (SCAI):
Dynamic Flow Generator: Represents SCAI itself, responsible for generating dynamic call flows based on real-time customer interactions. It creates and manages personalized interaction flows, ensuring that each customer receives a tailored experience.
VXML Generator: Part of the SCAI system, it dynamically generates VXML scripts that dictate the flow of interactions. This ensures that the system can adapt to various scenarios and provide relevant responses based on customer inputs.
Call Flow Process
The call flow process within this integrated environment is meticulously designed to ensure optimal handling of customer interactions. The flow leverages VXML exclusively, bypassing the need for SIP or RTP, thereby streamlining the process and enhancing security.
IVR (Interactive Voice Response) Scripts:
Initialization: The IVR script starts the application and retrieves necessary ICM variables.
Authentication: A custom Java function generates a hash value for authentication, using a combination of a password, DNIS, ANI, and time.
Interaction with SCAI: The script makes HTTP requests to the eVA server using the "Subdialog Invoke" element in CallStudio, which sends and receives data in VXML.
Completion: The application is closed, and context is returned to ICM via the "CVP Subdialog Return" element.
ICM (Intelligent Contact Management) Scripts:
Bootstrap Process: The ICM script initiates the IVR process, setting the context for the interaction.
Parameter Setting: Specific parameters are set to guide the interaction, including API endpoints, organization IDs, environment IDs, and authentication passwords.
Response Handling: The script processes responses from the IVR, managing call transfers, disconnections, and other scenarios based on the data received from SCAI.
Key Integration Benefits
Integrating UCCE with SCAI using an exclusive VXML approach offers several significant advantages:
Improved Customer Experience: Automated interactions reduce wait times and provide faster resolutions, enhancing overall customer satisfaction.
Operational Efficiency: Automation of routine tasks allows human agents to focus on more complex and high-value interactions.
Scalability: The system can efficiently handle a large volume of interactions, making it suitable for organizations of all sizes.
Enhanced Security: By eliminating the use of SIP and RTP, the integration minimizes potential security vulnerabilities associated with these protocols.
