The Antheus Liberalis WebRTC system is a first from a UK-based specialist telephony company
Changing the face of contact centre telephony, Liberalis enables both inbound and outbound call traffic via a browser with no phones required!
It’s easy to deploy, with fast installation and no onerous staff training involved. And it has a really user-friendly front end with beautifully clear reporting.
With our extensive knowledge of how UK contact centres work and what their requirements are, we set about building our own cloud solution based on best of breed technologies. We took all of the best features out there and left out all of the clutter. One of the pains of deploying a contact centre is the initial setup. Not only do you need to setup the desktop PCs for the agents, each agent has to have a hard or soft phone configured along with the associated security issues (including toll fraud etc.)
All about WebRTC
So we sent our development team to a workshop on WebRTC at Google’s Offices. It became very apparent that this was an ideal solution to a long-standing contact centre problem, namely managing hundreds of phones.
We made WebRTC an integral part of our new solution, which does away with any agent phone configuration. It’s a real game changer. When the agent logs on to the system the audio is automatically mapped to the browser. One less item on the desktop to go wrong! It has proven so successful that 100% of the phones in a customer’s contact centre can be removed. To quote one customer ‘Every day when the agents booted up their PCs at least one would lose the softphone configuration. This meant IT had to go to the machine and reconfigure. Since moving to WebRTC this issue has completely disappeared!’
The global contact centre systems market is dominated by US companies. As a result, many systems have a profound American slant to the way they operate. We wanted (and our customers needed) a European-focused solution and that is what we’ve built.
Improved business performance
The new system is 100% Linux based (except agent PC), and we use the latest generation HP servers which use a fraction of the power of servers that were available 5 years ago. It’s lean on bandwidth too. With Java-based agent screens, only things that change need to be transmitted. All of this leads to significantly reduced costs.
Don’t take our word for it – what do our customers say?
“Nik and his team at Antheus have greatly enhanced my own productivity by building a system that requires minimal maintenance or training. The biggest time saver came from them building in the ability to have a headset connect directly to the browser removing the need for a local softphone therefore meaning there was one less thing to support. ……. I am frequently approached by other companies; not one of them has been able to beat Antheus.”
IT Manager, Solarking
Our award winning Liberalis® Contact centre system is highly scalable, from just 10 seats to 1,000. We’ve achieved this by engineering a highly flexible solution written at the core level in C++.
Because of its modular design, the system can scale both up and down as your needs change.
By using the optional WebRTC module, there’s no longer a requirement for any form of IP phone (hard or soft) as all audio is sent securely using the browser, removing not just the SIP overhead but also the associated security (toll fraud) issues.
All you need is a headset and a Browser and you’re done!
** Liberalis supports a combination of IP phones and WebRTC
If your call center isn’t running for even an hour, we know it’s costing you money just having the agents sitting there, never mind the loss of sales. You rely on a system that simply works 99.99% of the time.
We’ve built our reputation of providing very high uptime systems by doing just that, namely as far as possible providing ‘Five Nines’ reliability.
We achieve this by using quality equipment in our datacenters. Not just the servers, the network infrastructure too, with constant real time monitoring 24/7.
We’ve invested heavily in our core systems over the last few years to build a robust system, so you don’t have to worry.
We don’t just know call centre systems inside and out, we also know about the networking side too.
We monitor virtually every aspect of the systems providing your call centre system 24/7.
We use SNMP monitoring of the physical hardware. Alerts are sent to our support centre if there are any issues with systems temperatures, disks, memory etc. Even if a fan fails or starts to run slowly, we know about it immediately
Disk capacity is closely monitored and alerts are triggered well before they reach critical levels. All servers have at a minimum mirrored hot swap drives with automatic rebuilds in the event of a drive failure. In addition extensive use is made of database replication. If the slave replication fails or falls too far behind, engineers are alerted
In short, we aim to be one step ahead of potential failures, keeping your operation going with minimal downtimes 24/7
We make a point our knowing our ecosystem inside and out.
By knowing everything about everything to do with call centre provisioning, we are your one stop shop
All our servers run the Linux operating system, the only choice for mission critical applications and we have used a single vendor, HP for hardware for the last 10 years.
We own all of the equipment and do not outsource any. This means we have a standard build that we know will work.
As members of RIPE, we have our own independent IP address space and peer directly with many networks including LINX. In short we are our own ISP.
We also have in house developers that allow us to enhance our call centre systems as well as providing customisation.
Our series of training videos will help you to get the most from the Liberalis Dialer system. We hope you find them useful.