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Contact Center

SOFTEL understands that a contact center serves as a window into a business and will often be the first place a customer looks to contact a business. Today’s contact centers are a hub supporting a variety of channels that customers can use to connect with the business. The SOFTEL team has expertise in implementing the following Contact Center technologies:

Computer Telephony Integration (CTI)

  • Genesys CIM
  • Cisco UCCE UCCX
  • Avaya Aura
  • Nortel Symposium
  • Microsoft Lync Native Contact Center Platforms
  • UCMA Development

Interactive Voice Response Systems (IVR)

  • Genesys Voice Portal (GVP)
  • Cisco Voice Portal (CVP)
  • Avaya Voice Portal (AVP)
  • Avaya MPS

Outbound

  • Genesys Outbound
  • Avaya Predictive Dialer
  • Cisco Outbound

Workforce Management

  • Verint
  • Genesys WFM

Voice Recording

  • NICE
  • Verint

Web Chat

  • Genesys eServices
  • Avaya Web Chat

The extension of contact center functionality out to the enterprise goes through unified communications applications. Some of these applications include presence, IM, video and collaboration software. Utilizing these technologies, subject matter experts can easily manage the workflow, measurement and tracking that most contact centers employ.