Co

nta

ct C

ente

r So

lutio

ns

Po

rtfo

lio

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