Usage Scenario

    Multinational companies with operations in various countries often need a multi-office call center. These companies often have an agent pool at each location. Call center operations can either be managed independently at each location or remotely by a central office.

    Companies that setup multi-location call centers also anticipate a lot of growth and changes in their call center operations. For example, more call centers might be set up at new locations or new agents might be added to expand an existing location.

    A multi-location call center is also an ideal solution for companies who want to offshore their work to areas with cheaper labor. The remote call center can easily be managed by the headquarters.

    Jewwave (Thailand) provides an option of various equipments and applications to setup a multi-location call center solution. Multiple locations are connected over the Internet or a VPN to create a fully-integrated call center. Agents at one location can dial an extension to reach agents at a remote location.

Centralized Call Center with VoIP:
    At the central location, Smat Office Contact Center and Advanced Call Center provide contact center management and control facilities. In a centralized mode, a remote location can be setup with agents but no administration capabilities. In this case, an extension client (TIS-EC) is used to setup agents at the remote location. (Remote Office A in the image.)

Distributed Call Center with VoIP:
    In a de-centralized mode, a fully-functional call center is setup at the remote location with a multiple extension server (TIS-ME) and an independent pair of Smat Office Contact Center and Advanced Call Center servers. (Remote Location B in the image.)

Multi-operation Call Center with multi-ACD backup:
    In this mode, a fully-functional call center is setup at each location with an independent pair of Smat Office Contact Center and Advanced Call Center servers. Each server is also replicated at the other location to provide redundancy.