OneContact is an IP-based multimedia contact center solution that offers full contact management across voice, video, e-mail, social media and instant messaging. OneContact, developed by COLLAB, seamlessly integrates video calls and enables multi-site contact centers in a distributed model. It addresses the need for a more flexible and cost efficient multimedia contact center.
On this articles you have an overview of the OneContact technical specification. It describes the system architecture, describing each of the components, their purposes and interfaces, scalability and redundancy model. It also explores the interaction between these components from a dynamic perspective, documenting the main flows.