Enterprise Cloud Contact Centre platform: BeInContact architecture
| July 28, 2021
BeInContact is an enterprise-grade Cloud Contact Centre platform engineered to centralise omnichannel customer interactions within a single operational infrastructure and working interface.
Its natively distributed architecture enables organisations to manage Customer Engagement workflows while eliminating tool fragmentation and ensuring operational continuity across headquarters, remote offices, and home workers.
Architectural model of the Cloud Contact Centre platform
The BeInContact Cloud Contact Centre platform operates as a fully hosted Software as a Sservice model, eliminating the need for local hardware or complex on-premises software installations:
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Cloud-native telephony and infrastructure: routing logic, application servers, and voice connectivity reside entirely in the Cloud, requiring only an internet-connected PC at the agent workstation;
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Distributed and remote workforce support: web-browser access enables the system to route interactions seamlessly to agents, remote offices, or third-party outsourcers regardless of physical location;
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End-to-end Customer Journey tracking: centralised session handling preserves contact history and performance metrics as customers transition across interaction touchpoints.
Core capabilities of the BeInContact infrastructure
The platform integrates comprehensive capabilities for managing both Inbound service and Outbound campaign strategies:
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Omnichannel ACD routing engine: intelligently balances inbound flows across voice, WhatsApp for Business, Microsoft Teams, email, web chat, video chat, SMS, voicemail, and social messaging channels;
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Conversational IVR, ASR, and TTS: incorporates Interactive Voice Response Systems powered by Automatic Speech Recognition (ASR) and Text-To-Speech (TTS) engines;
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Campaign Manager and Dialing engines: provides Outbound contact list management paired with Predictive and Preview dialing modes to maximize agent contact rates;
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CTI and application integration: enables native connectivity with enterprise databases, ERP systems, and third-party CRMs via iPaaS architecture.
AI Contact Center: real-time agent support and operational efficiency
The Cloud Contact Centre platform natively embeds Artificial Intelligence capabilities engineered to assist agents in real time and automate interaction analytics:
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Automated conversation transcription: immediate speech-to-text conversion for real-time logging and rapid retrieval;
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Intelligent summarisation: automated generation of post-interaction call summaries, significantly reducing After-Call Work (ACW) time;
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Real-time agent suggestions: dynamic on-screen guidance delivered to agents during live interactions based on customer context;
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Automated performance scoring: algorithmic evaluation of service quality and interaction performance metrics.
User environments in the Cloud Contact Centre platform
The architecture of the Cloud Contact Centre platform provides specialized working environments tailored to operational roles:
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Unified Agent Desktop: agents utilize a single web console to access customer records and handle voice and digital channels within one consolidated view;
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Supervisor view and real-time monitoring: team leaders gain real-time operational visibility, call recording access, live wallboards, and performance analytics.
Selection criteria and deployment models
Before deploying a Cloud solution for Customer Service, IT and Operations leaders should evaluate the following operational parameters:
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Licensing scalability: the ability to adjust active user seats based on seasonal contact volume fluctuations;
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Operational continuity and SLAs: service availability guarantees backed by redundant, certified data centres;
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Data compliance: adherence to GDPR mandates and end-to-end encryption for contact records and voice recordings.
Supervisor view
Agent view
