top

More articles »

Octon Solution 1: MMCC

Octon's iMATRIX Core Technology

Octon Solution 2: ABCC

iNode

An intelligent message router and hub for managing connections among application components.
Flexible iNode clustering allows communication and message passing between iNodes for redundancy and load balancing modes.

iSwitch

This SIP-enabled softswitch provides session controls for voice and video and can also act as a full-featured IP PBX with cloud computing support.

iMedia

A media server that supports RTP (voice) traffic to play audio files, record calls, and transcode calls between SIP devices.

iRouter

An intelligent routing system, it provides universal queuing and routing for all types of interactions: voice calls, video, email, social media, and the like.
Support for routing, from basic PBX routing to advanced skills-based ACD routing.

iFlow

An advanced interactive multimedia response system for voice and video.
Integration with TTS and ASR systems is also supported.

iScript

A powerful GUI-based tool that allows customers to easily design, create, test, and implement call flows for any type of media.
All without needing any programming knowledge or experience.

iBridge

This bridge system integrates the MMCC platform with legacy PBX systems and enables cloud computing support for them.
Smoothly introduce the advanced features and new media support offered by MMCC without letting existing investments go to waste.

iLogger

A multimedia recording system for managing voice, video, chat, and social media interactions: search or audit the recordings and archive them to backup media such as DVD-RW.

iCampaign

A campaign management system for managing and storing promotional campaign configurations: dialing modes (predictive, preview, progressive, or power), call lists, etc.

iDialer

This outbound dialer system can be integrated with iCampaign for automated outbound call initiation and can provide AMD (Answering Machine Detection) and CPD (Call Progress Detection) on certified SIP gateways.

iAccess

Efficient EAI (Enterprise Application Integration) software for back-end systems integration; open standards for ODBC, JDBC, SOAP, IBM MQ, etc.

iFax

This outbound dialer system can be integrated with iCampaign for automated outbound call initiation and can provide AMD (Answering Machine Detection) and CPD (Call Progress Detection) on certified SIP gateways.

iCare

An agent application for an MMCC, the unified web-based and desktop interfaces allow agents and business users to optimize their efficiency in an intuitive and user-friendly way.

iConsole

The centralized administration and configuration tool. It can configure and manage iCare, iBridge, iFlow, iRouter, iWatch, iLogger, iCampaign, and iFax, etc. in the contact center.

iReport

iReport can record detailed status and behavior information: login, customer information entry, call control, recording status, logout, etc. of agents, IVR, and other systems.
iReport can also generate statistical reports from these records.

iWatch

A real-time monitoring system and data logging system, it collects real-time information from subsystems in the Octon solution and allows administrators to monitor and control all registered components of the contact center.

iBeat

An online monitoring system for providing the real-time status of agents and the real-time activities of applications and system machines.

iMap

Extending iBeat, this tool allows users to quickly search for a particular agent and view building floor layouts with visual agent-seating maps that are color-coded by status.
Managers can conveniently identify each agent and his or her status.

iMail

A media processing adapter for e-mail contact, this integrates into the MMCC platform.

iVMessage

A media processing adapter for voicemail. Automatically notifies agents via iRouter of an incoming contact when a voicemail is left.

iSocial

Social media, such as Facebook, can be integrated into the MMCC platform by this media processing adapter.

iCollabo

A media processing adapter for web co-browsing, this integrates into the MMCC platform.

iWeb

A media processing adapter for web co-browsing, this integrates into the MMCC platform.