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Unifi
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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