Omnichannel, AI-Assist, PCI-Safe — With Evidence
CCaaS delivers cloud contact centers that are clear, compliant, and customer-friendly across voice, chat, SMS, email, social, and WhatsApp—for on-site and remote agents.
SolveForce designs and operates CCaaS that’s Zero-Trust by default, QoS-aware, and audit-ready—with AI agent assist and guarded knowledge that cites sources.
Related pages:
📞 Hosted Voice → /hosted-voice • 🔀 SD-WAN → /sd-wan • 🔐 ZTNA/SASE → /ztna / /sase
🛡️ WAF/Bot → /waf • 💳 PCI & Keys → /pci-dss • /key-management • /secrets-management • /encryption
🧠 AI/RAG → /vector-databases • 📊 Evidence/IR → /siem-soar
🎯 Outcomes (Why SolveForce CCaaS)
- Delight customers — fast ASA, low holds/abandons, consistent answers across channels.
- Empower agents — AI assist & knowledge with cite-or-refuse guardrails; CRM screen-pop; next best action.
- Operate anywhere — QoS for campus/branch/home agents; SBC interop for PSTN; Direct Routing to Teams/Zoom where needed.
- Compliance by design — PCI redaction/tokenization, HIPAA options, GDPR/CCPA privacy, STIR/SHAKEN.
- Audit-ready — recordings/metadata, approvals, and change evidence exported to SIEM/SOAR.
🧭 Scope (What We Deliver & Operate)
- Omnichannel — voice, IVR/IVA, chat/SMS, email, social/WhatsApp; unified queue & reporting.
- AI — intent, summaries, suggested replies, knowledge copilot with guarded RAG and citations. → /vector-databases
- WFM/WFO — forecasting & scheduling, quality mgmt, screen/voice recording, coaching.
- Integrations — CRM/ITSM (Salesforce/ServiceNow/etc.), payments (PCI), ticketing, data lakes.
- Edge & PSTN — SBCs (carrier & Direct Routing), E911/NG911 for voice surfaces shared with UC. → /sip-trunking
- Networking — SD-WAN QoS, packet duplication/FEC for voice, private APNs for retail/POP-ups. → /sd-wan
- Security — ZTNA/SASE for agents/admins; DLP for transcripts & screen caps; keys in KMS/HSM. → /ztna • /sase • /dlp • /key-management
🧱 Building Blocks (Spelled Out)
- Quality & QoS — EF for RTP, jitter buffers, DSCP preservation end-to-end; SBC media anchoring; TURN/ICE for NAT.
- Fraud & trust — STIR/SHAKEN, rate/geo/ASN throttles, allow/deny lists, bot filtering at web front door. → /waf
- Privacy & PCI — DTMF masking, held/paused recording, hosted payment fields or redirect, tokenization; encrypted recordings with role-based access.
- Identity & posture — SSO/MFA; device checks (MDM/UEM+EDR) via ZTNA; least-privilege admin with PAM JIT + session recording. → /pam
- Observability — CDRs, QoS (MOS/jitter/loss), queue metrics, IVA containment, AI usage/citation logs → SIEM/SOAR. → /siem-soar
🧰 Reference Architectures (Choose Your Fit)
A) Cloud CCaaS + CRM
CCaaS with CRM screen-pop; AI summaries; WFM/WFO; PCI hosted fields; SSO/MFA; ZTNA for remote agents.
B) Hybrid Voice (SBC + Direct Routing)
Leverage existing PSTN/SBCs; CCaaS for routing/analytics; Teams/Zoom interop; E911/NG911; SD-WAN QoS.
C) PCI-Scoped Payments in Contact Flow
DTMF masking, pause/resume, tokenization, encrypted recordings, HSM-managed keys; segmented “CDE” enclave.
D) Remote/Global Agents
ZTNA/SASE; split-tunnel policy; QoS/packet duplication; thin-client & WebRTC options; device posture enforcement.
E) AI Knowledge & Agent Assist
Guarded RAG over KBs/runbooks with label pre-filters and mandatory citations; refusal ledger when insufficient evidence.
📐 SLO Guardrails (Targets You Can Measure)
| KPI / SLO (p95 unless noted) | Target (Recommended) |
|---|---|
| Avg Speed of Answer (ASA) | ≤ 20–30 s voice • ≤ 30–60 s chat |
| Abandon rate | ≤ 3–5% (line of business dependent) |
| Voice MOS (wideband) | ≥ 4.1 |
| Call setup (post-dial delay) | ≤ 1–2 s local • ≤ 2–4 s long-haul |
| Bot/IVA containment (no agent) | ≥ 20–40% (intent-mix dependent) |
| First-contact resolution (FCR) | ≥ 70–80% |
| Platform availability | ≥ 99.95–99.99% |
| PCI redaction/tokenization coverage | = 100% of payment flows |
| Evidence completeness (Sev-1/2) | = 100% (CDR/QoS/changes/recordings) |
SLO breaches auto-open tickets and trigger SOAR (reroute queues, throttle dest, rollback policy, expand capacity). → /siem-soar
🔒 Compliance & Privacy
- PCI DSS — tokenization, hosted fields, pause/DTMF masking, key custody (HSM), WAF/Bot, immutable logs. → /pci-dss
- HIPAA (if PHI discussed) — BAAs, encryption, DLP on transcripts/recordings, access audit.
- GDPR/CCPA — consent, data minimization, retention, deletion & subject-rights workflows.
- STIR/SHAKEN — attestation & verification to combat spoofing.
📊 Observability & Evidence
- Quality — MOS, jitter/latency/loss, codec mix, packet dup/FEC usage.
- Operations — ASA, service level (e.g., 80/20), AHT, occupancy, queue abandons, WFM forecast accuracy.
- AI — containment rate, citation coverage, refusal correctness, model usage/cost.
- Security — SSO/MFA, ZTNA decisions, DLP redactions, PCI events, admin changes.
All streams export to SIEM; SOAR can auto-block fraud, rotate keys, revise WAF rules, and dispatch playbooks. → /siem-soar
🛠️ Implementation Blueprint (No-Surprise Rollout)
1) Use-case & KPI set — ASA, SL, FCR, CSAT, PCI scope.
2) Identity & access — SSO/MFA, ZTNA/SASE, PAM for admins; agent device posture. → /ztna • /sase • /pam
3) Voice & PSTN — SBC/Direct Routing plan; E911/NG911; STIR/SHAKEN; carrier diversity. → /sip-trunking
4) Network & QoS — SD-WAN policy, packet dup/FEC, bandwidth audits. → /sd-wan
5) PCI pattern — hosted fields/redirect, DTMF masking, tokenization; encrypted recording/retention. → /pci-dss
6) AI & knowledge — curated KB, vector index with label pre-filters; cite-or-refuse policy. → /vector-databases
7) WFM/WFO — forecasting, adherence, QM/recording; analytics & coaching.
8) Observability — QoS/ASA/AI dashboards; SIEM/SOAR wiring; alert thresholds. → /siem-soar
9) Pilot & rings — IT → champion queue → LOBs/sites; success gates; rollback plans.
10) Operate — monthly quality/business reviews; quarterly PCI/IR drills; optimization backlog.
✅ Pre-Engagement Checklist
- 🎯 KPIs (ASA/SL/AHT/FCR/CSAT), queue map, channel mix.
- 🔐 Identity (SSO/MFA), ZTNA/SASE plan; admin PAM model.
- 📞 PSTN/SBC inventory; porting/LNP plan; E911/NG911.
- 🌐 WAN underlays per site; QoS/dup/FEC policy; remote-agent posture.
- 💳 PCI scope & payment method (hosted fields/DTMF/P2PE); tokenization/HSM plan.
- 🧠 Knowledge sources for AI; privacy labels; vector index plan.
- 📊 SIEM/SOAR destination & reporting cadence; audit calendar.
- 🗃️ Recording retention/redaction policy; GDPR/CCPA/HIPAA scope.
🔄 Where CCaaS Fits (Recursive View)
1) Grammar — calls/chats traverse /connectivity & /networks-and-data-centers with QoS.
2) Syntax — delivered as cloud apps with /sd-wan edges and /ztna agents/admins.
3) Semantics — /cybersecurity + /pci-dss preserve trust; keys/logs/backups prove it.
4) Pragmatics — /solveforce-ai assists agents/customers with guarded RAG and citations.