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Innovation | Collaboration | Evolution | Results

Optimization Planning & Assessments

Integrated Services Omnichannel Management

SOFTEL Communications – Complete Unified Communications Solutions Portfolio

Unified Communications can support a large number of capabilities within an enterprise depending on IT’s

and user’s viewpoints. Channels, interactions, reporting, workflows, convergence, and unity, each function

has its own perspective. SOFTEL’s approach to Unified Communications encompasses each individual

aspect of delivery, from inception through discovery, to design, development, and testing all leading to the

quality controlled delivery of complex solutions across enterprise platforms.

SOFTEL’s enhanced Unified Communications strategy encompasses each aspect, through a “top down” approach to delivering solutions,

through;

Optimizing and aligning external interaction channels to internal resources

Planning for change and current assessments

Consultations and recommendations for improvements

Defining business objectives and user adoption of integrated services

Using UC modelling to accelerate change and mitigate user impact

Support update monitoring and provide implementation assessments

Defining actionable recommendations for continual management

Combining these methods, SOFTEL offers its expertise and experience in Unified Communications solutions to provide integration and

implementation life cycle services on UC platforms from Microsoft, Avaya, Cisco, and Genesys.

SOFTEL Unified Communications Solutions

A Selection of our UC 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

ApplicationDevelopment

ApplicationDevelopment

ApplicationDevelopment

ApplicationDevelopment

ApplicationDevelopment

ApplicationDevelopment

Enterprise Solution Services Enterprise Solution Services Enterprise Solution Services

Technology Platform Services Technology Solution Services

Platform, Program, Project & Management Services

Middleware Middleware Middleware Middleware Middleware Middleware

Unified Communications (Premise, Cloud & Hybrid) Services

Contact CenterServices

Contact CenterServices

Contact CenterServices

Contact CenterServices

Contact CenterServices

Contact CenterServices

SOFTEL Unified Communications Solutions

Interactions, Channel Management and 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 takes much more than a local UC

study to understand how and where information and work flows throughout an organisation operate to enable provisioning a Best In Class

solution.

CHANNELS | INTERACTIONS | ROUTING | CONVERGENCE | OMNICHANNELS

Applications, Middleware, and Interface Development

SOFTEL understands that it takes more than a new component, to create, implement, and maintain Unified Communications. Our expertise

binds 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 and Project Services

The focus of overall project/program governance, through SOFTEL’s Program & Project Management Service ensures that the elements of

every deliverable in each work stream are monitored and managed. This is performed 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 proceeds to completion but manages

and maps out architectures and modelling either on-site or within laboratory conditions, through Staging environments.

DESIGN | DEVELOPMENT | TESTING | IMPLEMENTATION | QUALTIY CONTROLS

Voice Inbound, outbound, IVR, blended SIP and 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, 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 Unified Communications Solution and Services?

SOFTEL has been providing supporting solutions and services to Unified Communications with contact centers and enterprises for over two

decades working in sectors as diverse as Finance, Health Care, Retail, Utilities, and Transportation. Our knowledge of applications, solutions,

platforms, and operations has benefitted dozens of leading global organizations who operate complex Unified Communications technologies.

Coupled with our experience in contact center environments, SOFTEL provides a professional frontline service. We understand the bottom

line. Solution delivery downtime and project slippages ultimately lose business, creating work backlogs, damaged reputations, and increased

budgets. With industry level delivery methodology, SOFTEL’s Unified Communications 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 multi and omnichannel implementations, across platforms, solutions, environments, and technologies,

SOFTEL supplies, manages, delivers, and supports Unified Communications solutions in the present designed for the future.

SOFTEL is passionate about providing Best in Class Unified Communications Solutions & Services to your Contact

Center Operations. To find out more about our unique Solutions & Service Packages, contact us today;

© SOFTEL Communications 2015