Migrating from a traditional time division multiplex-based PBX voice system environment to a virtual, voice-over-IP (VoIP)-based infrastructure is only the first step toward reaping the full value of contact center virtualization. Enterprises should also explore and adopt edge architecture. This application architecture, a decentralized, interactive edge-based model, puts business logic where it is most efficient and effective. It uses the resources of the distributed infrastructure, and leverages the aggregate processing power and storage capacity of end-user PCs.

Often, contact center applications remain highly centralized, with business logic residing on central servers, and end-user PCs acting as little more than passive terminals. Although many contact centers today may be reaping the benefits of voice decentralization, their application architectures often still reflect the old centralized model.

Distributing intelligence to edge devices, instead of concentrating it at central locations, boosts system reliability, scalability and economy. Additionally, distributed intelligence fosters richer, more powerful applications. When applied to contact centers, the results are distributed, “virtual” contact centers that are making large, centralized facilities obsolete.

A new paradigm at the edge

Consider traditional centralized application architecture. First, the lowest tier consists of a central “farm” of back-end servers holding enterprise data. The next tier, usually found at the same location, is made up of servers running the applications that execute business processes. Finally, the topmost tier includes end-user PCs and workstations in locations such as enterprise contact centers, regional locations and employees’ homes.

Because data and applications are centrally located, the main advantages of centralized architecture include simple database maintenance and software distribution. In addition, centralized architecture also makes changing business logic a relatively easy task. The shortcomings of the centralized model, however, include server bloat, excessive bandwidth costs, scalability barriers, wasted resources and productivity constraints.

Now consider edge architecture, which consists of three tiers, including centrally located database servers, common business logic servers and end-user PCs. Instead of moving information to the business logic, however, edge architecture moves business logic to the information–or the edge.

Like the centralized model, edge architecture still handles many concurrent processes. Edge architecture handles much of the workflow as independent streams on distributed PCs, instead of multithreaded processes on central servers. Under the edge model, for example, instead of shipping real-time voice data to central servers for recording and analysis, PC-based applications record and analyze voice calls where they first enter the system–at the information edge.

The main benefits of the edge architecture model include:

Reduced server bloat. Because edge devices handle most business logic, systems require less multithreading, and software on central servers is more compact. As a result, fewer central servers exist, and the enterprise can expect a reduction in both capital and operating expenses.
Increased user productivity. Edge architecture flattens the learning curve and helps improve productivity by enabling friendlier user interfaces and single-threaded applications on PCs to support more complex interactions.
Greater reliability. Because edge devices operate independently, an application failure or crash affects only one user. As a result, in many cases, applications on remote PCs can continue to function during a central site outage. In addition, the edge model reduces multithread central server complexity, making servers less error-prone.
More responsive and affordable scalability. Edge architecture helps contact centers respond quickly and economically to fluctuating demand. Moving application processing to the edge enables infrastructure capacity to grow and allows enterprises to add low-cost PCs instead of expensive servers.
More efficient resource utilization. Edge architecture helps maximize the processing capacity of end-user PCs. Instead of emulating passive terminals with idle CPU power and disk space, PCs become the workhorses of the contact center. The aggregate processing power and storage capacity of the virtual contact center increases dramatically, while the total cost of computing resources may actually shrink.

Edge architecture in action

Applying edge architecture to voice recording and analytics is one area in which an enterprise can realize immediate benefits. Contact centers often record and analyze conversations for quality control and regulatory compliance. Recording and analyzing conversations at a central site can be cost prohibitive, however, due to expensive bandwidth requirements.

Under the centralized approach, a VoIP network delivers incoming calls directly to contact center workers at the network edge. As a worker takes a call, the network copies the conversation as a VoIP packet stream to the central site. Special servers record the streams for later analysis. While not all conversations require analysis, virtually every conversation must then be transported to the central site, where the decision of whether or not to analyze it is made. Moreover, because VoIP requires priority treatment in order to alleviate network delay, jitter and loss, the network must use high-priority bandwidth to transfer VoIP streams.

A popular alternative solution places servers at regional contact centers to capture conversations held by local workers, and can also support home workers and smaller sites that lack record servers. Conversations recorded on regional servers are later returned to the central site for synchronization, archival storage and analysis.

This method requires servers at regional sites. Configuration of these servers can be challenging and can complicate network design. Moreover, to capture live VoIP streams, the record servers must attach to SPAN ports on local LAN switches, reducing the availability of SPAN ports for network monitoring and other uses.

By moving recording and analyzing processes to the network edge, however, contact centers can reduce such burdens. Edge architecture replaces central or regional record servers with record functions on end-user PCs. Instead of relaying real-time VoIP streams to a central or regional server, PCs record, filter and analyze conversations where they first enter the virtual contact center.

Certain recordings still travel to the central site for archival storage or further analysis, but edge recording results in reduced network traffic. If necessary, PCs can also complete call analysis at the edge and ship back only results instead of the full voice files. This also helps reduce the number of required central servers, due to reduced file storage needs.

Edge empowerment

Edge architecture can also provide supervisors more granular control over contact center processes and procedures. Managers or supervisors can set different filtering policies for each specific edge device, as opposed to only each server. They can define business logic and identify criteria for recording conversations based on factors such as time of day, conversation length and call source. They then download these policies to end-user PCs, which filter calls accordingly and ship back only calls of interest. The calls travel to the central site as compressed batch files for minimal bandwidth impact.

Edge architecture also leverages PC capacity for a major reduction in server costs, eliminating servers at distributed sites and avoiding the need for redundant servers since a PC outage affects only one worker. Less archival storage space is required at the central site, since only selected calls get shipped back. Edge architecture also eliminates network delay and enables new capabilities, like real-time voice analysis and alarms.

Overall, edge architecture enhances what virtualization can deliver, including system reliability, process efficiencies, cost reductions, and, ultimately, improved customer service. By distributing business logic to the network edge, enterprises can fully harness the transformational power of VoIP and its functional and economical benefits.

Jon Silverman is the chief technology officer at Calabrio Software, Minneapolis.

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