Clients
Events

Introduction

ICC (Interactive Communication Center) is a comprehensive ICT platform enabling communication and access to services for customers through multiple electronic channels.

Forms of communication

ICC supports access to services and products in an unified and integrated manner, independently of communication type.

Web pages

Internet, tablet, smartphone

Mobile apps

Android, iOS, Windows Phone

Telephone Service

Automatic IVR (Interactive Voice Response)
and Call Center support

Branch Network Application

Branch Customer Service
and Back Office business processes

ATMs and POS devices

Full technological support*
* through Softax Advantica

Creating and sending messages

SMS, e-mail, fax, chat,
messaging on mobile devices

Chat

Support for P2P or group communication
among clients and employees

B2B

Very comprehensive API:
WebServices, REST, XML/JSON over TCP/IP

Other access channels

RSS notifications, integration with
Social Networks services (i.e. Facebook, Google+)

Applying ICC

ICC enables construction of various applications allowing customers access to various services. ICC can be extended and configured to client’s needs. Using its extensive abilities, Softax has developed many applications i.e.:

  • on-line transactional service
  • Customer Service
  • credit or insurance application support
  • sales and marketing processes support
  • mobile apps for Business
  • receiving and managing various requests
  • integration with external partners:
    • recharge
    • investment funds
    • bonds
    • e-Commerce shops

Basic modules

image/svg+xml MESSAGINGSERVER

ICC is composed of 3 key elements:
Application servers Application servers are the key element of ICC. They support specific communication for respective channels. Application servers ensure interaction among clients and employees through an unified common messaging dictionary that allows translation of messages processed in various system layers.

Another element of ICC is the application server for WWW. It has a multi-layer construction where various layers are responsible for managing resources (proxy), data presentation (HTML, Javascript, CSS, Ajax), logic support and maintenance of interface to ICC multi-channel ESB.
Messaging server ICC Messaging server is responsible for distribution of information from the enterprise to clients, e.g. messages about events (i.e. cash withdrawal from ATM), products on offer or service disruption due to the periodical maintenance. ICC messaging server with its billing module allows for charging clients periodical or individual fees based on various tariff plans.

Messages can be transported through SMS, e-mail, fax, instant messaging (Jabber or Gadu Gadu), as well as through tools integrated into operating systems on Google, Apple or Microsft mobile platforms. In addition to that, it is also possible to provide messaging service inside Web Service or by phone - through IVR or an Agent.
Multi-channel Enterprise
Service Bus
ICC key feature is its the ability to implement a service concurrently in many access channels. ICC allows also to automate business processes where access to many different communication channels is required.

Multi-channel ESB is responsible for preparation and making available an uniform set of functions to different access channels. It also helps to define simple business processes by service integration for many different client applications.

ICC abilities

Contact Center

ICC offers a complete solution for Contact Center. It provides automatic service through IVR (Interactive Voice Response) and voice connections with telco operators. In the same way, it supports more recent communication technologies like a dedicated live chat or instant messangers such as Jabber or Gadu Gadu. In addition to that, Contact Center can manage e-mails, SMS or fax.

IVR applications are created based on a standard ICC application server, decision trees are build through a graphical tool. Contact Center Agent uses a dedicated customer service application, integrated with telecommunication services and IVR. Contact Center manages access queues to CC agents, so the client can be serviced independently of a communication channel.

ICC offers a monitoring dashboard, so customer waiting queues can be monitored. It provides estimated time to get access to CC agents, and, in case it is too long, provides the customer with an opportunity to register a call back request.

Contact Center platform can be integrated with digital IP telephony environment or with more classical analog PABX.

Content Management

ICC is equiped with an unified support to manage the content, included in web pages, mobile applications and e‑mail or SMS messages.

Graphical User Interface has an ability to prepare and maintain information in a standardized manner used in CMS systems. Access control of CC agents, archive of change history and the worflow control of content publication are available.

ICC based solutions enable mixing the content prepared by the main application server with additional data, coming from external systems e.g. RSS.

With the aid of its flexibility, ICC can co-operate with other services, when some parts of the information or functionality can be supplied by other core systems or legacy applications. This is completely transparent for users, as they see only consumer application interface.

Built in SSO (Single Sign On) support

ICC platform has built-in SSO functionality, allowing clients to have access to technically different solutions, while using a single unified mechanism for user authentication. This can be implemented through integration with a given SSO platform or through the use of internal SSO built in Softax CA (Authorisation Center).

Internet services provided on ICC, can include content from web services of third-party vendors. Thanks to SSO technology, new ICC web applications can be placed on the already existing enterprise Internet Portal.

Screen Design Creator

Screens with forms or tables are often used in Internet Applications and are subject to frequent changes. ICC has a built-in visual screen design tool. It allows users to design, create and test user interface functionality with the same look and feel, as in the finally implemented application.

Visual Creator allows to generate application code supporting designed pages. Programmers are just left with implementation of business logic for given functions. Owing to this sophisticated technology, the process of changes to UI on ICC is streamlined, fast and easy to handle.

Technologies

Environment

C++, Python, Javascript, JSON, Ajax

Performance

5000 concurrent sessions,
40 requests per second on one machine *
* 2 × Intel 2.3GHz server, 16GB of RAM

Distributed Architecture

Easily scalable and ready for transformation

Redundancy/Failover

System continues performing even with failure of some of the components

Reconfiguration on the fly

Change of parameters without
interruption of service availability.

Security

Leading security technologies
with full access authorisation

ICC Implementation Examples

KredoBank Ukraina KredoDirect Application for iOS and Android 2014 BGŻ Financial Portal 2013 Bank Pekao Peopay Windows Phone 2013 Bank Pekao Peopay Application 2013 PKO Bank Polski Junior WEB Service 2012 Inteligo Internet Service 2012 Bank Pekao Prepaid Card Application 2012 PKO Bank Polski Internet and Corporate Service 2011 Inteligo Smart Service 2011 Inteligo Mini Service 2011 PZU Insurance Take Out Service 2010 VWBank Direct Application Center 2010 VWBank Direct Internet Form Center 2010 VWBank Direct Back Office Center 2009 PKO Bank Polski Internet and Corporate Service 2008 PKO Bank Polski Corporate Service 2007 KredoBank Ukraina Internet Service 2006 Bank Pocztowy Internet Service 2006 PKO Bank Polski Internet Service 2005 PKO Bank Polski Branch Service 2005 Inteligo Internet Service 2005 PKO Bank Polski Contact Center Service 2004 Lukas Bank Internet Service 2004 Inteligo Internet Service 2002