Contact Cloud

The Contact Cloud is the hosted Risk IDS solution for calling mobile or land-line phones as well as conducting dialogues using SMS (Short Message Service).

Interfacing with a mobile network or VOIP (Voice Over IP) Telecom provider is complex.  The Contact Cloud handles this complexity as a hosted service and exposes an interface specifically designed for the Risk IDS Workflow Engine.   As such, the Contact Cloud is a transparent bridge to VOIP providers and mobile networks.

Contact Cloud Interaction with Risk IDS Workflow

Interaction with the Contact Cloud is done by the Risk IDS Workflow Engine.  All workflows inside Risk IDS are defined using the Risk IDS Workflow Builder, thus are very flexible.

Instructions to the Contact Cloud are sent by notifications, which can send instructions to the Contact Cloud such as Play a .wav file, Play Text to speech, Transfer a call, Send an SMS and in all instances wait on the response. A response in the context of a phone call would be numbers pressed by the customer, and in the context of an SMS, the text response.

Notifications and responses can be routed in a variety of ways defined by the Workflow Builder, thus allowing further notifications to be sent to the Contact Cloud or complex processing to unfold.

The Contact Cloud does not demand any sensitive customer or transaction information.  All sensitive data is stored on your servers with just a notification instruction, containing no sensitive data being passed to the Contact Cloud.

As workflows can be launched by the Decision Engine because of a rule match, a completely end-to-end process can be  implemented.  At a high level, this can be described in the collaboration diagram below:

 The diagrams below describe how the Workflow engine interacts with the Contact Cloud at a slightly lower level.