Solutions Portfolio Contact Center - SOFTEL Communications – Complete Contact Center Solutions...
Transcript of Solutions Portfolio Contact Center - SOFTEL Communications – Complete Contact Center Solutions...
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Innovation | Collaboration | Evolution | Results
Avaya CISCO
Genesys Microsoft
SOFTEL Communications – Complete Contact Center Solutions Portfolio
Contact center solutions have evolved, expanding exponentially in the last 10 years from the straightforward
“Voice Channel” to a complex network of omnichannels and interactions across many different
communications streams. Every industry has its own challenges when it comes to solution delivery and
customer support. Enterprises want to provide the best experience to ensure outstanding customer
satisfaction and repeat business. SOFTEL’s experience in providing full life cycle delivery for contact center
solutions spans more than 20 years in industry sectors as diverse as Healthcare, Security, Finance, Logistics,
Government, and Retail.
Customer’s high demands require companies to provide the goods, services, information, and help they want in the form that they can apply.
During our two decades of successfully integrating and implementing contact center and telephony applications, we have developed broad
expertise and experience. This has helped our customers to attain the delicate balance of proactive, interactive, self-service customer support.
SOFTEL has strong integration and implementation experience on multi-vendor, inbound and outbound contact center solutions representing
the following vendors and/or applications:
Cloud-based contact center application support
Microsoft native Skype for Business Contact Center and UCMA support
Avaya Inc.
Cisco Systems Inc.
Genesys Telecommunications Laboratories
NICE Systems Ltd.
Verint Systems Inc.
Customer Relationship Management Systems (CRM)
Work Force Management Systems (WFM)
SOFTEL offers its expertise and experience in Contact Center Solutions by combining these technologies into an enterprise platform, to
provide integration and implementation life cycle services on CC Platforms from Microsoft, Avaya, Cisco, Genesys, and many other vendors.
SOFTEL Contact Center Solutions
A Selection of our Business Partners…
Interactions
Management
Application,
Middleware &
Interface
Developments
Integration
Programs,
Projects &
Services
Implementation,
Virtualization &
Quality
Assurance
Unified
Communications
Solutions
Development Tools
Development Tools
Development Tools
Development Tools
Development Tools
Development Tools
Software Software Software Software Software Software
Vendor ApplicationDevelopment
Vendor ApplicationDevelopment
Vendor ApplicationDevelopment
Vendor ApplicationDevelopment
Vendor ApplicationDevelopment
Vendor ApplicationDevelopment
Enterprise (Site) Solution Services Enterprise (Multi) Solution Services Enterprise (Global) Solution Services
Unified Communications Platform Services
Platform, Program, Project & Management Services
Middleware Middleware Middleware Middleware Middleware Middleware
Contact Center (Premise, Cloud & Hybrid) Services
Interaction Channels
Infrastructure Services
Interfaces and Portals
Reporting & Statistics
Workforce & Workflow Services
Service and Support
SOFTEL Contact Center Solutions
Interactions, Channel Management & Omnichannels
SOFTEL has a unique approach to Unified Communication Interaction Channel Management, using any of the vendor’s platforms, through
close observation of the working processes around the operations beyond the contact center. We know it requires much more than a local
study to understand how and where information and work flows throughout an organisation enabling a Best in Class solution.
CHANNELS | INTERACTIONS | ROUTING | CONVERGENCE | OMNICHANNELS
Applications, Middleware & Interface Development
SOFTEL understands that it takes more than a new component to create and maintain Unified Communications. Our expertise provides the
“glue” that holds everything together on a technical level among channels, networks, technologies, platforms, and solutions. This means we
have the capability and capacity to provide a series of robust solutions for any disparate Unified Communications technologies.
INTERFACES | CUSTOM CONNECTORS | MIDDLEWARE DEVELOPMENT | UI/GUI/WEB UI | END-TO-END SOLUTIONS
Integration Program & Project Services
The focus of overall project/program governance, through SOFTEL’s Program & Project Management Service, ensures that every aspect of
each deliverable in the individual work streams are monitored and managed. By maintaining the central governance plan and communicating
events and milestones, SOFTEL’s Governance Services provide an overarching framework on how every aspect of a project or program will
be managed and executed to deliver the intended project goals.
PROGRAMS | PROJECTS | PLANS | TRACKING | GOVERNANCE
Implementation, Virtualization & Quality Assurance
Making things happen is the core of SOFTEL’s delivery ethos from planning to delivery and then beyond to QA/QC and Day 2 support for
Unified Communications solutions across physical, virtual and data network models. SOFTEL not only takes the journey, but manages and
maps out architectures and modelling either on-site or within laboratory conditions through DEV, TST, PRE- and PRODUCTION environments.
DESIGN | DEVELOPMENT | TESTING | IMPLEMENTATION | QUALITY CONTROLS
Voice Inbound, outbound, IVR, SIP, TDM (E1/T1) communications, interactions, campaigns, routing, and targeting
Multimedia Web Chat, SMS/MMS, video, email, white mail, FAX and Skype for Business, IM
Social Media Facebook, Twitter, blog, forum, web scanning and messaging
IoT/New Tech Wearable Technologies, Smartphone media/apps, infrastructure and security peripherals
Software
Development Customized application and software development
Middleware Integrated, multi-port, and convergence technologies
Interfaces Operations, administration, Web, thin Client, thick client, SaaS, and cloud/hybrid interfaces
Governance Acting as the Single Point of Contact (SPOC) for the project/program deliverables. Ensuring individual project plans and line
item deliverables adhere to the program plans and business requirements.
Management Managing line personnel, delivery managers, designers, developers, testers, implementation specialists, operational support
staff, peripheral/external resources, and specialists.
Communications From project to program, ensuring all plans, documents, reports, communiques, updates, issues, change requests, change
logs, milestones, suppliers, resources, and peripherals are held and managed from the SPOC.
Resourcing Ensuring internal and external resourcing is managed, qualified, engaged, and monitored, throughout the project/program
delivery.
Delivery &
Implementation
Standardised lifecycle delivery and implementations through planning, discovery, design, development, testing,
implementation, quality control, Day 2 services, support, and operations
Virtualization &
Cloud Migrations Cross-site, cross-enterprise, global, closed, private, public, data only, SaaS and hybrid modelling
Quality
Assurance Post-Launch and subsequent QA/QC ISO standard assurance
Platform Vendors
Why SOFTEL Contact Center Solution & Services?
SOFTEL has been providing support solutions and services to contact centers and enterprises for over two decades working in sectors as
diverse as Finance, Health Care, Retail, Utilities, and Transportation. Our knowledge of contact center applications, solutions, platforms, and
operations has benefitted dozens of leading global organizations who operate complex interaction technologies. Combined with our
experience in enterprise environments, SOFTEL provides a professional, front-line service. We understand the bottom line. Solution delivery
downtime and project slippages ultimately lose business, creating work backlogs, damages reputations and increases budgets. With industry-
level delivery methodology, SOFTEL’s Contact Center Solutions offer superior delivery and attention to detail. We are dedicated to providing
a fully-encompassing solution delivery service with our technology partners, while minimizing the impacts to business operations. From single
to multichannel and omnichannel implementations, across platforms, solutions, environments, and technologies, SOFTEL supplies, manages,
delivers, and supports Contact Center Solutions in the present, created for the future.
SOFTEL is passionate about providing Best in Class Contact Center Solutions & Services to your Enterprise
Operations. To find out more about our unique Solutions & Service Packages, contact us today;
© SOFTEL Communications 2015