ImageMedia Gateway, also commonly referred to as VoIP Gateway is device which provides connection between an endpoint on VoIP packet-switched network and PSTN circuit-switched network.

The gateway translates between transmission formats and the communication protocols that are used on each side. The gateway packetizes the voice and routes it over VoIP network. In carrier class system, media gateways are provided as stand-alone devices.

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1.      Multiarea Contact Center

Clarisense provides an integrated Contact Center soutions between head office and their branches through a cost effective IP Telephony infrastructure. The call server just is installed in the head office, and then agents can be distributed in multiarea through IP connections. Agents application simply be registered to the call server in head office, so there will be a seemless connection between local agents and remote agents. This will simplify their system management that is can be done in each location or centralized in head office.

This Multiarea Contact Center provides many benefits to company who wants to deliver best services to customer while the investment of them is reduced. The Contact Center can be integrated to existing PABX in both head office and branch office so there will be no addition investment on telephony infrastructure in both head office and branch office. Just add VoIP gateway in each area, the VoIP communication can be delivered between head office-branch office or branch office-branch office. The gateway capacity and bandwidth requirements depend on the number of simultaneous calls will be deployed in those area.  

The Contact Center operations can be managed remotely from any location as far as connect to the Internet. By applying a low bit rate codec such as G.729, bandwidth requirement for a voice channel is only 20 kbps. The alternative codecs and their bandwidth requirement are GSM (38 kbps) and PCM (100 kbps).



Figure Multiarea Contact Center


2.      Virtual Contact Center

A virtual Contact Center allows business to have a Contact Center service at a fixed cost per month. Business don’t have to install a Contact Center system in their office, but just rent a Contact Center system from a Contact Center service provider.

A virtual Contact Center allows a small company to provide a customer service without an investment in front for infrastructure and training. The system also benefit large business by saving on expensive equipment and personnel costs. Large business will migrate from their inhouse Contact Center to a virtual Contact Center. By renting a virtual office, companies will free themselves from the deployment and maintenance hassles and get the system running in a less time.

A virtual Contact Center allows an agent to work from anywhere. This system suitable for business who has remote office and allows agents to work from anywhere as far as connect to Internet or PSTN network.



Figure Virtual Contact Center


This system is also suitable for company who have business in outsourcing Contact Center. The company builds Contact Center system and provides agents to serve other companies who outsource their customer service to this outsourcing company. Clarisense delivers Contact Center with flexibility and simplicity in configuration and management, so an administrator can easily set up a new location or add agents in existing location.


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