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Software Applications Development

The SOFTEL application development team offers a full-range of application development services, including software engineering, solution design, software product development, integration and application maintenance.

OUR AREAS OF EXPERTISE:

  • Interactive Voice Response and Speech (IVR)
  • Customer Omni-Channel applications
  • Big data and Analytics
  • Mobility
  • Reporting & Business Intelligence
  • Biometric & Identity Management
  • IoT application development for the Healthcare vertical & IoT applications for various Industrial and Consumer markets

Featured applications developed by SOFTEL

Password Reset Application

SOFTEL’s Voice Activated Password Reset application relieves the pressures that IT departments are experiencing by automating one of the most common tasks faced by IT groups – password resets. Through a speech-enabled voice self-service interface, employees go through a simple enrollment process, creating a voice print that becomes their password. Thereafter, when users need their passwords reset, they simply call into the self-service application and the system quickly authenticates them via voice biometrics. Password reset automation reduces IT expense and enables valuable IT resources to do more critical work.

Overall Identity Management

SOFTEL offers a comprehensive self-service suite which enhances existing identity management solutions such Microsoft’s Active Directory and IBM’s Lotus Notes.
This solution is available as a premise-based appliance or as a hosted platform for service providers and is suitable for multi-tenant environments. It’s fully scalable, highly available with no single point of failure and ties into existing telecom environments thereby substantially offloading calls to the help desk.

Users require access to company systems around the clock. With escalating security requirements the burden on IT departments to ensure secure access is increasing. In addition, with the growing incidence of multi-pronged attacks against portals, the cost of protecting corporate assets is increasing exponentially. Self-service solutions addressing the issues of secure access are part of the answer providing valid users with the ability to restore their own access.
Functional components include:

  • Self-Enrollment – users provide their personal information which is used for subsequent authentication.
  • Voice Application – users access self-management components over the phone, using their voice.
  • Web Application – users access self-management components over the web.
  • Multifactor Authentication – users speak their ID, or enter it over the web, respond to challenge/response questions, with an optional source IP/ANI-validation or DTMF challenge options.
  • Voice Biometric Capability – users can pre-register their voice prints and authenticate themselves using speaker verification to reduce call durations and augment security levels.
  • Browser-based Administration – configuration, auditing and reporting tools.
  • User & Group Exclusions – users can be prevented from using self-service applications.

The SOFTEL Secure Identity Management Solution Suite offers the following self-service controls which can be deployed individually or in combination:

  • Password Reset allows users to securely reset their passwords against a variety of back-end stores, including Active Directory, eDirectory and Lotus Notes.
  • RSA Token Reset allows users and administrators to manage RSA tokens over a telephony interface. Users can reset, resynchronize, disable lost/stolen tokens or gain temporary access without tokens. Administrators can track access, assign tokens and perform basic token administration remotely.
  • RSA Secure Token provides an alternative to physical RSA devices. With virtually no deployment costs, a users’ mobile or landline phone becomes the channel to authenticate them and allow access by software token.

SOFTEL Verifier

Verifier is an authentication solution utilizing voice biometrics to validate a user’s identity by enabling an organization to identify users and control access to applications via a voice instead of a static password or one-time password. Setup is easy and the Verifier is sufficiently configurable to meet any security needs.

    • The user self enrols leaving their voice print in the system. This voice print is a digital representation of that individual’s unique biometric features. This user’s voice can then be used to authenticate the user to a Microsoft Active Directory domain, Lotus Notes, VPN concentrator, SSL-VPN, IVR voice application, etc…
    • When the user calls into the system, features are extracted from the caller’s utterance in the form of a sound bite that is compared with the voice print stored within the Verifier.
  • When the user calls into the system, features are extracted from the caller’s utterance in the form of a sound bite that is compared with the voice print stored within the Verifier.

SOFTEL Verifier is a highly robust and accurate security product. It uses digital signal processing to eliminate unwanted noise from the audio stream. This allows a user to call from anywhere on any phone. The software is also adaptable over time, taking into account factors such as speaker’s voice changes due to illness, age or time of day.

First Responder

The servicing of emergency response centers and business continuity departments is a critical issue with no room for error. First Responder uses speech recognition and voice authentication to give your emergency response team the mobility tools to enable the timely and accurate management of human assets.
With First Responder, support staff members call in and are validated through the Emergency Responder ID (ERID) that you choose (badge number, employee number, etc). The system then prompts for the caller’s status, and updates the database for supervisor or emergency response team lead access. Optionally, using voice verification technology, the system can verify a responder’s status using their voice print as their ID. The system is accessible through any device including PC or mobile handset.

Supervisors and administrators use a standard desktop web-browser to access the Emergency Responder Status System (ERSS). From there, they can browse the list of emergency responders by ID, name, specialty and last reported status or manually change the status of an emergency responder. ERSS can also be viewed on a web-enabled phone or projected onto a wall in a Situation Management Center.

Safety and security for the public and for employees is a critical issue for companies of all types. The ability to respond quickly and effectively to an emergency can truly make the difference between life and death. Not only is it key to giving your emergency response team the mobility tools to be able to get information about an emergency situation, its also imperative that they be able to check in, letting supervisors know their own status and location.

Optimium

Optimium is a comprehensive strategic planning and modeling tool designed specifically for those involved in managing and planning ‘change’ within the contact center. Optimium quantifies, qualifies and justifies changes in agent scheduling, technologies, and operational procedures within contact centers. It works with existing workforce management, process flow simulation and activity-based costing tools to provide an integrated platform to handle the multitude of calculations necessary for planning and modeling change scenarios.

With Optimium, contact center management can build a detailed description of their operations, structures, processes, handling times, services levels, call volumes and costs to reflect current budgets and operational performance. This can be replicated so that changes to processes, technologies and agent activity can be tested and simulated in a risk-free environment while providing an accurate prediction of financial, operational and service level impacts.
SOFTEL’s innovative Optimium business-planning software also provides graphical analysis of all change scenarios, providing ‘at-a-glance’ views and records to further facilitate the decision making process.
Optimium allows you to quickly and easily identify and model high-level contact center plans/strategies without the need for normal collection of complex and unwieldy spreadsheets (or OLAP applications), simulators and Erlang calculators.

Optimium Can:

  • Provide a framework for planning and modeling change scenarios, without risk. Dramatically reduces decision making cycles.
  • Present a detailed understanding of the business/operation (front and back office), in terms of service levels, routing/call flows, processes, staffing and costs.
  • Deliver total cost of ownership, process and transactional costs.
  • Enable activity-based cost analysis.
  • Offer an integrated means of handling the required multitude of calculations and maintaining a consistent set of data. Compares scenarios in terms of their effect on service levels, staff, costs, capacity and overall financial performance.
  • Deliver a business case(s) that clearly illustrates the effect of expected benefits and return on investment (ROI).
  • Act as a reference point for monitoring and correction, forming a basis for evaluating ongoing and future changes.

Phonecierge

Designed for small to medium sized businesses, Phonecierge delivers a human intuitive auto-attendant integrated with an organization’s backend business systems. Using industry-leading speech recognition software, callers simply tell the Phonecierge what they want and calls are routed appropriately. Phonecierge’s productivity components include the delivery of voice mail to the desktop or mobile, message waiting notifications via SMS or IM as well as conference call recording. Phonecierge encompasses the most widely used unified communications components into a cost-effective, single box solution.
Phonecierge is more than a speech-enabled auto-attendant, answering and routing calls 24 hours a day. It does answer and route callers to the department, extension or person of choice by simply using voice recognition or DTMF input if desired. However, for internal users of the system, Phonecierge can also be used to send broadcast messages and act as a self-service information center for employees. Company information such as activities, events, holiday schedules, or open enrollment periods can be made available through an external phone number or internal extension. In the event of a disaster, emergency, or even a snow day, broadcast messages can be sent out to employees on multiple devices via voice, text, or social networking feeds such as Twitter.
Phonecierge acts as an effective voice portal for customers in specific vertical markets as well. For example, the Phonecierge for Hospitality system is an auto-attendant that routes incoming calls to departments or guest rooms. In addition, it acts as a concierge that provides guests with access to much of the same information and resources that an actual concierge would provide. Show and movie times, restaurant bookings and cancellations, spa appointments, wake-up calls, guest checkout or taxi requests are just some of the functions that Phonecierge for Hospitality can provide.
SOFTEL’s Phonecierge allows you to minimize costs and save callers time, without minimizing service.