TAKE BACK YOUR DATA: Past week, it has been very inspirational to deep dive into the topic of digital workspace and during our recent event here in KLCC, we presented a customized angle for Digital Workplace for contact center operators and providers. Our objective was to embrace new working methods, ensure highest level of security and privacy within contact centers. We have seen sufficiently how contact centers can sometimes become the springboard to data privacy issues and operators can consider these tools to ensure everything that belongs to you, stays tangibly with you! #trust #takebackyourdata

1. Enhancing Contact Centers
Through Open Source
Digital Workplace
Solutions
Many of the images and information herein are taken from the general public domain. They are used as creative common attribution license, and so is this
presentation. It is not a sales and marketing slide deck, its pure information to empower contact centers. Respective companies and trademark owners reserve
their rights. It is used as pure reference only.
sanjay@astiostech.com
Astiostech Sdn Bhd
& Open Source Community Malaysia

2. Agenda
• Contact centers, here and now
• Digital collaboration
• Modern communication
• Data reconnaissance
• Mobile workforce

3. Digital Workplace
• Digital
• Computer related technologies
• Workplace
• What we define as a workplace?
• What is a digital workplace?
• And how we benifit from digital workplace?

4. Adding value to your
operations
• Effectiveness, efficiency and productivity through
collaboration technologies
• Security and data protection
• Sharply reduce cost, yet keep up the professional
outlook

5. Data breach is painful and expensive!
https://arstechnica.com/tech-policy/2015/04/att-fined-25-million-after-call-center-employees-stole-customers-data/

6. Protect data – Yours and your client’s
Malaysia - Millions of data leaked

7. Here and now - 1
Difficult or no collaboration between agents, supervisors and managers
https://hbr.org/2017/04/let-your-call-center-reps-collaborate

8. Introducing
Onlyoffice
• Beautifully designed
• Works with any existing office documents
• Everything web, desktop and mobile clients too
• Secure, private, fast
• Feature rich
• It’s a document creator, editor, collaborator
• eMail
• CRM
• Project management
• Shared scheduling
• Community forums

9. In other words, its an open source
Office365™ that belongs to you

10. So why Onlyoffice + Owncloud
• Collaborate like a boss today!
• Dozens of features, out of the box, no customization
• If you do need to, feel free to customize to your needs
• Data doesn’t leave your organization
• Complete control
• Grow as big as your servers can take
• It’s open source, big win in terms of cost
Go ahead, swipe right

11. Meetings to be kept at a minimal

12. Knowledge workers appreciate chat
Reduce time of
communication via
phone alone
01
Check presence of
colleagues and
communicate
effectively
02
Review history of
chat
03

13. There are many out there and
how do I choose?
• Enterprise grade
• Easy to use and accessed from many different devices
• Capable of defining and enabling good security
• Ability to create group chats or channels
• Can be integrated with contact centers
• E.g. Send group message when no. of callers increases
• Can be used internally or even externally (as a support channel)

15. Introducing
rocket.chat
• It’s a complete collaboration
platform
• It’s like “Slack” but its hosted
internally
• Enterprise grade chat software
• Fast, secure and easy to use
• Support direct, group, channel
messaging
• Search and get fast results
• Insert attachments, voice, video
• Off the record chats (private)
• Customize and build your own
workflows
• External chat (customers can chat
too via website)

16. Added video
conference
• Adding Jitsi into
rocket.chat to the mix
adds full blown video
conference
• But why video
conference system
• Conduct trainings
remote
• Video chat with end
clients with a simple
URL
• Have meetings online

17. Demo – Rocket.Chat + Jitsi

18. A lack of transparency results
in distrust and a deep sense of
insecurity. Trust, honesty,
humility, transparency and
accountability are the building
blocks of a positive reputation.
Trust is the foundation of any
relationship.
A transparent
workplace emphasizes
communication and honesty.
... A transparent workplace,
on the other hand, features
benefits that can lead to
happier employees and even
increased production. The key
to transparent workplaces is
openness between
supervisors and employees.
https://www.stb.gov/filings/all.nsf/ba7f93537688b8e5852573210004b318/6bbaa201ca11a00f8525811e003e00f1/$FILE/243096.pdf http://woman.thenest.com/meaning-transparency-workplace-12630.html

19. Achieving
trust and
awareness
5 Plan for the future
4 Induce corrective measures if necessary
3 Share data as it comes in as fast as possible
2 Create sense of inclusion with data visualization
•Be it good, or bad or both
1 Build trust through visibility

20. Get dashboards and here’s why
• According to Business Intelligence
Report, here are the reasons why
organizations should consider
dashboards today.
• Contact center data
• Operations data
• Financial and projection
• Human resource and
resources availability
• Scheduling
• Technical data
• IT dashboards
http://www.bireports.co.uk/what-is-business-intelligence.phps

21. Introducing Grafana
• Multiple datasources
• Databases, JSON, etc..
• It sits in balance between
technical and easy of use
• Built in alerting parameters
• Combine many data sources into
one
• Hundreds of ready made plugins
• Share securely and effortlessly

22. Adding powerful reporting capabilities with
Jasper reports
• Just like Grafana, it’s easy to
circumnavigate the interface
• Thousands of reports on just
one server
• Powerful, easy to use report
designer
• Built for large queries
• Run reports on the fly or
schedule them for emailing
• Export into many formats
• HTML, PDF, XLS, RTF, SWF, ODF, TXT
• Secure access and access
controls

23. Screens of Jasper
Report
• Graphs
• Tables
• Selectable (dynamic) fields
• Charts
• Static text
• Images
• Barcodes
• Maps
• Frame/subreports
• Notes

24. Are you ready for mobility?
• The mobile workforce of the future will work in a virtual
computing environment which is not location dependent,”
Landmark Technologies
• The U.S. mobile worker population will grow at a steady
rate over the next five years, increasing from 96.2 million in
2015 to 105.4 million mobile workers in 2020

25. The future is mobile
Millennials will force
the mobile evolution
Many able and
skilled workers can
work from home
Enable physically
disabled/challenged
individuals
Malaysia and beyond
(removing locality
barriers)
E.g. Hire a French
speaking agent that
lives and works for
you from France

26. Direct benefits of enabling mobility
Productivity will increase!
(Flexjobs research https://remote.co/6-
interesting-benefits-of-remote-work/)
Lower commute,
lower traffic, lower
congestion
Definitely
contribute to eco
friendly office
initiatives
Staff can be
healthier
• Physical and
psychological health
They can be more
loyal
It’s far cheaper for
you!

27. Just a
browser
required
pfSense/Packetfense Apache Guacamole Linux with Virtualbox
Introducing Mobility For Agents

28. Components
• Server side
• Apache Guacamole
• Virtualbox server (serving multiple OSes)
• Or – Microsoft Terminal Server
• Or – Linux XRDP terminal server
• Your firewall or enable pfsense
• Client side
• HTML5 browser (Chrome, Firefox)

29. Why Astiostech
Mobility
• Pure HTML remote desktop
• Clientless
• No VPN required, just a browser
• Secure
• LDAP/AD authentication
• On screen keyboard
• Confidently access from anywhere, even
airport terminals
• 2 form factor authentication support
• SSO using CAS (open source single sign on)
• Seamless experience for users
• Fast, extremely fast

30. Awesome.Contact.Center
Gain Office365™ like
experience internally with
OnlyOffice+NextCloud,
Rocket.Chat and JitsiMeet to
achieve highest level of
collaboration with security
and privacy.
1
Gain visibility through
beautiful dashboards and
reporting engine using
Grafana and Jasper Reports,
respectively
2
Confidently provide
enterprise grade, highly
secure mobility for agents
through Apache Guacamole
3

31. Open source builds upon the
success of other OSS projects
If I have seen further than others, it is by
standing upon the shoulder of giants;
Sir Isaac Newton

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