Cloud Contact Center for Enterprise Customers

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StarPound Cloud Contact Center provides a complete solution that can easily breathe new life into existing contact centers or create new contact centers from scratch. Using StarPound Studio to model workflows and business processes allows the creation of very rich agent mashups that integrate multiple backend systems. Developers and process owners can have a Business Process Management-enabled development tool visually optimized for integrating voice, data and the Web within a contact center environment. 

Components & Architecture

Integration is critical in modern call centers.  As such, StarPound was architected with this in mind from day one. 

StarPound Application Server

StarPound's Application Server handles all incoming requests, drives voice tasks (IVR, call control, etc.), agent workflow (forms and pages), etc. 

StarPound Work-Item Server

The Work Item Server is responsible for the distribution and management of work items (phone calls, emails, chat requests, etc.) to available agents.

StarPound Work-Item Console (WIC)

The Work Item Console (WIC) provides the agent interface for working within the context of each distributed work item. 

StarPound Dashboard

On the backend, the StarPound Dashboard provides a realtime view of all call queues, work item statuses, agent statuses, availability, etc.

System Requirements

Deplying StarPound|Call Center (CE) in a call center requires the following:

  • A Java/J2EE application server (e.g. JBOSS)
  • JDBC-compliant SQL database (e.g. MySQL)
  • A functioning telephony environment (e.g. Asterisk, FreeSwitch, or a generic SIP switch)
  • A modern browser version on all agent computers
  • Either desktop or software-based SIP phones for agents
  • Sufficient bandwidth suitable for VOIP communications (varies, depending upon number of agents)

On-Demand Cloud Deployments

While StarPound CORE is packed full of features, we readily admit that it is a huge platform, and not necessarily something that is overly simple to install, configure, and maintain.  For those customers who are ready to make the shift, but lack either the time or resources necessary to do it themselves, we do offer a full set of managed services that can help you quickly bring up and scale your IP call center in an on-demand, cloud-based model.