🎧 Contact Center

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)

DomainKPI / SLO (p95 unless noted)Baseline Target
AccessibilityAverage Speed of Answer (ASA)≤ 20–30 s voice / ≤ 30–60 s chat
Service LevelSL (e.g., 80/20)≥ 80% at 20s (voice)
QualityMOS (wideband)≥ 4.1
NetworkJitter / Loss≤ 20–30 ms / < 0.3–0.5%
RoutingIVR → Agent transfer time≤ 2–5 s
After-CallWrap / summary time≤ 30–90 s (AI assist)
AICitation coverage / refusal correctness= 100% / ≥ 98%
SecurityDMARC rolloutp=reject ≤ 60–90 days
CompliancePCI redaction policy coverage= 100% in-scope queues
EvidenceCDR/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

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.

Key terms in plain language

Open a term for a concise explanation of language used on this page.

Latency

The time it takes data to travel between two points. Lower latency improves voice, video meetings, cloud applications, gaming, and other real-time services.

Service-Level Agreement (SLA)

A provider’s written commitment covering service targets such as availability, response time, repair time, and sometimes financial credits when commitments are missed.

Dedicated Internet Access (DIA)

A business-grade Internet connection with capacity dedicated to the customer rather than shared in the same way as typical consumer broadband. It often includes symmetrical speeds and an SLA.

SD-WAN

Software-defined wide area networking. It manages multiple connections and chooses paths based on application needs, performance, and policy to improve resilience and control.

Zero Trust

A security model that does not automatically trust a user or device because of its location. Access is continuously verified and limited to what is necessary.

SASE

Secure Access Service Edge combines networking and security capabilities in a cloud-delivered architecture so users and locations can receive consistent policy wherever they connect.

Identity and Access Management (IAM)

The systems and policies that determine who a user is, what resources they may access, and how that access is authenticated and reviewed.

Multi-Factor Authentication (MFA)

A login control requiring more than one form of verification, such as a password plus an authenticator app, security key, or biometric factor.