Omnichannel, AI-Assisted, PCI/HIPAA-Ready — With Proof
Your contact center is the front door to revenue, retention, and reputation.
SolveForce designs and operates Contact Centers that are omnichannel, AI-assisted, Zero-Trust, and measurable—so customers get fast, consistent answers and you get evidence for every call, chat, and change.
Related deep dives
• Cloud CCaaS (as-a-service) → /ccaas • Voice & PBX → /hosted-voice • Trunks/SBC → /sip-trunking
• Networks & QoS → /sd-wan • /lan • Security → /ztna • /sase • /waf • /dlp
• AI & Knowledge → /vector-databases • /solveforce-ai • Evidence & Ops → /siem-soar
• Compliance → /pci-dss • /hipaa • Governance → /grc
🎯 Outcomes We Optimize
- Shorter wait, better answers — routing + AI assist that improves ASA, FCR, and CSAT.
- Consistent experience, any channel — voice, chat, SMS, email, WhatsApp/social, and web co-browse.
- Security & compliance by design — PCI redaction/tokenization, HIPAA overlays, role-based playback.
- Operational clarity — SLO dashboards, quality monitoring, WFM accuracy, and audit-ready evidence in SIEM.
- Predictable cost — right-sized licensing, elastic scale, SD-WAN path policy, and unit economics per queue.
🧭 Reference Architecture (how it clicks together)
Identity & Directory
SSO/MFA for agents/supervisors; SCIM for license lifecycle; RBAC/ABAC for queue tools. → /iam
Telephony & Media Rails
SIP trunks + SBCs (TLS/SRTP), STIR/SHAKEN, E911/NG911 mapping, survivability plans; QoS EF end-to-end; SD-WAN packet duplication/FEC for voice/video; Anycast ingress for meetings/IVR.
→ /sip-trunking • /sd-wan • /lan
Omnichannel Control Plane
Cloud CCaaS or hybrid—skills & intents, queues, IVR/IVA, knowledge, recording, analytics, WFM/WFO.
Security & Access
ZTNA for admin, SASE for agent web access, NAC for contact-center floors, WAF/Bot for portals/APIs, DLP for transcripts & attachments.
→ /ztna • /sase • /nac • /waf • /dlp
AI & Knowledge
Agent-assist and self-service answers from a vector database with label/ACL pre-filters; assistants cite sources or refuse. Summaries & dispositions posted to CRM/ITSM.
→ /vector-databases • /solveforce-ai
Observability & Evidence
MOS/jitter/latency, queue KPIs, recording events, policy diffs, WFM/WFO metrics and change logs → /siem-soar; monthly QBR packs.
🧱 Capabilities (what we build & run)
1) Omnichannel Routing & IVR/IVA
- Skills-based, intent-based, and outcome-based routing.
- Visual IVR, speech IVR, natural language bots with escalation paths.
- Opening hours, holiday tables, and multilingual prompts with version control.
2) Agent Desktop & Integrations
- Unified desktop with screen-pop from CRM/ITSM (Salesforce, ServiceNow, Dynamics, etc.).
- Click-to-dial, case/lead linking, customer timeline; “next best action” suggestions with citations.
- Knowledge search (RAG), canned macros with guardrails.
3) Recording, Redaction & Retention
- Pause/Resume, DTMF masking, PCI tokenization; HIPAA-aware encryption and role-based playback.
- Retention/hold policies with export logs for audits. → /pci-dss • /hipaa
4) Workforce (WFM/WFO)
- Forecasting & scheduling, adherence and occupancy, intraday reforecast.
- Quality monitoring & evaluation forms; coaching workflows; gamified goals.
5) Analytics & AI
- Real-time and historical dashboards: ASA, SL 80/20, AHT, FCR, CSAT/NPS, abandonment, occupancy, wrap time.
- Post-call summaries & disposition drafting; sentiment & topic analysis; QA suggestions—all cited to transcripts/knowledge.
6) Networks & QoS Engineering
- DSCP mapping (EF for RTP, AF31 for signaling), Wi-Fi voice SSID tuning, SD-WAN packet duplication for high-value queues, jitter buffers sized-by-site.
- Acceptance tests (below) ensure carriers and sites meet targets.
7) Security & Compliance
- TLS/SRTP, STIR/SHAKEN, ZTNA for admin consoles, NAC on floors, DLP for digital channels, WAF/Bot for customer portals/APIs, email trust (SPF/DKIM/DMARC/BIMI) for payment or policy mails.
→ /email-auth
🔁 Use-Case Patterns
- Sales & Revenue — intent routing, lead screen-pop, guided talk tracks, quote assembly, callback scheduling, revenue dashboards.
- Customer Care & Support — knowledge-first flows, remote assist tie-ins, RMA database queries, post-call case drafting.
- Service Desk — identity proofing, runbook-driven actions, change/incident creation, SLA timers.
- Payments & PCI — PCI-safe IVR/bot handoff, pause/resume + DTMF masking; tokenization and vault.
- Healthcare Scheduling/Intake — HIPAA overlays, minimum necessary prompts, consent scripting, PHI label handling.
- Public Sector — language access, records retention, NG911 integrations, CJIS enclave for sensitive workflows.
📐 SLO Guardrails (targets you can tune)
| Domain | KPI / SLO (p95 unless noted) | Baseline Target |
|---|---|---|
| Accessibility | Average Speed of Answer (ASA) | ≤ 20–30 s voice / ≤ 30–60 s chat |
| Service Level | SL (e.g., 80/20) | ≥ 80% at 20s (voice) |
| Quality | MOS (wideband) | ≥ 4.1 |
| Network | Jitter / Loss | ≤ 20–30 ms / < 0.3–0.5% |
| Routing | IVR → Agent transfer time | ≤ 2–5 s |
| After-Call | Wrap / summary time | ≤ 30–90 s (AI assist) |
| AI | Citation coverage / refusal correctness | = 100% / ≥ 98% |
| Security | DMARC rollout | p=reject ≤ 60–90 days |
| Compliance | PCI redaction policy coverage | = 100% in-scope queues |
| Evidence | CDR/QA/changes to SIEM | ≤ 60–120 s |
Breaches create a case and trigger SOAR playbooks (reroute queues, enable packet duplication, codec shift, WAF rule, policy rollback), with artifacts attached. → /siem-soar
🧪 Acceptance Tests & Artifacts (we keep the receipts)
- Network — DSCP preservation, SD-WAN packet-dup/FEC effectiveness, path failover timing, Anycast ingress choice; Wi-Fi voice survey.
- Quality — synthetic calls/meetings; MOS/jitter/loss; post-dial delay; IVR latency.
- Security — TLS/SRTP ciphers; STIR/SHAKEN headers; ZTNA admin admits; WAF/Bot events; DLP hits.
- Compliance — PCI pause/resume + DTMF masking proof; HIPAA recording access controls; retention/hold exports.
- Operations — number port FOC records; config diffs (tenants/SBC/IVR); WFM forecast accuracy; QA evaluation samples.
All artifacts stream to /siem-soar and are bundled for QBRs/audits.
🧰 Migration & Modernization (low-drama cutover)
1) Discovery — numbers/FOC, carriers, flows, queues, languages, recordings/retention, integrations (CRM/ITSM), compliance overlays.
2) Design — dial plan, IVR/IVA, skills/queues, agent states, WFM policy, QoS & SD-WAN, security & DLP, pause/resume.
3) Build — tenant/SBC config, numbers and E911 mapping, knowledge index, AI assist & summaries, dashboards and alerts.
4) Test — acceptance suite (quality, security, compliance, WFM); fix & re-test until green.
5) Cutover — phased LNP per site/queue; parallel ring; real-time observability; exec bridge.
6) Operate — monthly SLO/QBR reviews, WFM tuning, QA improvements, cost & license hygiene; supplier scorecards.
📝 Contact Center Intake (copy/paste & fill)
- Sites & agents (counts, remote %, languages, hours/holidays)
- Channels (voice, chat, SMS, email, social, WhatsApp, web) & SL/ASA goals
- Numbers (DIDs/toll-free, carriers, porting plan) & E911 locations
- Flows (IVR/IVA intents, skills, transfer/overflow rules)
- Integrations (CRM/ITSM/ERP, payments, knowledge sources)
- Recording/Compliance (PCI pause/resume, DTMF masking, HIPAA, retention/holds)
- Security (IdP/SSO/MFA, ZTNA admin scope, SASE/NAC, WAF/Bot, DLP, email auth state)
- Networks (DIA speeds, LTE/5G backups, SD-WAN vendor/policies, Wi-Fi density)
- Reporting (KPIs, QA/WFM cadence, SIEM destination)
- Operations (managed vs co-managed, change windows, escalation matrix)
- Budget & timeline (ROM vs build-ready), success metrics (SL, CSAT, AHT, FCR, cost)
We’ll return a design-to-quote with architecture, supplier options, SLO-mapped pricing, compliance overlays, and an evidence plan you can reuse for audits and QBRs.
Or start at /customized-quotes.
📞 Let’s Modernize Your Contact Center — Clear, Secure, and Auditable
- Call: (888) 765-8301
- Email: contact@solveforce.com
From routing and IVR/IVA to AI agent assist, from PCI/HIPAA recording to QoS & SD-WAN, we’ll deliver a contact center that is fast, trusted, and proven.