CentralTouch Technology: Enabling Real-Time Collaboration in Contact Centers

Hassan Firouzbakht, CTO

Back in the 90s, running a contact center was no easy feat, with support personnel having to deal with PBX switches to manage calls and data. Customers seeking support had to connect with contact centers through specific channels depending on their locations. With a vision to effect a transcendental shift in contact center operations, a group of experts with mastery over unified communications embarked on a mission to develop a comprehensive multi-channel platform for contact center operations. This marked the beginning of CentralTouch Technology—a pioneer of advanced communication and real-time collaboration technologies, based in North Vancouver, Canada. With several patents in real-time unified communication, CentralTouch is among the first companies to investigate the possibilities of sessions initiation protocol (SIP) using ‘agents’ to coordinate information from various sources to implement an Internet of Things (IoT) solution, much before IoT became a buzzword. The company has created state-of-the-art platforms for contact center and IoT operations using open standard communication protocols, thereby eliminating the dependency on proprietary solutions.

“Our strategy is to create a comprehensive and all-inclusive platform as opposed to applications that solve specific problems,” says Hassan Firouzbakht, CTO, CentralTouch Technology. True to the company’s vision, CentralTouch’s IP Contact Centre (CT IPCC) platform supports communication through chat messengers, voice calls, video chat, and email.

Our strategy is to create a comprehensive and all-inclusive platform as opposed to applications that solve specific problems

The platform enables communication based on people’s preferences, location, and status notifications—referred to as the ‘Presence’—constituting the “centerpiece” of CentralTouch’s solutions.

CT IPCC features a centralized management module to streamline call distribution based on specific criteria globally, providing complete control and visibility. “CT IPCC is highly scalable and easily deployable across an organization’s branches in different cities, states, or countries,” mentions Firouzbakht. Accompanying CT IPCC is the CentralTouch Diagnostics Support System (CT DSS), a diagnosis support system that constantly monitors faults in applications and devices to issue advance notifications, which is critical for companies to meet service level agreements. The advance notifications eliminate the need for organizations to send personnel to manually identify the faults, thereby paving the way for expeditious customer support at reduced costs.

CentralTouch’s exceptional capabilities have been leveraged by numerous companies, both small and large.

CentralTouch has also made rapid strides in the IoT domain by taking a platform-based approach to seamlessly connect sensors, devices, services, and people. “Information from one device or sensor could be the input to schedule events or define actions, such as analytics, in other devices. Hence we refer to it as On-Demand,” states Firouzbakht.

The CentralTouch IoT platform analytics and intelligent service recognizes where the user is, makes assumptions about the information the user might want based on what the user has been already experienced and makes decision about how to deliver them in appropriate form.

The company is also working toward developing mobile apps with embedded features like Presence, a search engine, and location-based availability of services named as CT ASSISTANT. CT ASSISTANT is full cycle approach of real-time search, Discover, Book, Schedule, Consume, Pay, Track and the review to consumer’s need. With CT ASSISTANT, consumer would have convenient way to communicate, buy, monitor, and manage everything they want at any time with simply the tap of a button. Clearly, CentralTouch is on its way to set new benchmarks in unified communication.