Quebec – Montreal – Downtown Montreal
Corporation
www.softel.com/
Quebec
Montreal
Downtown Montreal
Corporation
active
SOFTEL is an experienced contact center solutions enabler with a
worldwide network of services and development professionals.
SOFTEL helps contact centers meet increasingly complex business
requirements with dependable, next-generation technology
services. SOFTEL enables telephone and multimedia-based contact
centers through technology consulting, VoIP, speech recognition,
IVR, CTI, CRM, application development, installation,
integration, implementation and management of multi-vendor voice
networking products and services, as well as workforce
optimization, strategic reporting, support and training.
SOFTEL currently serves over 200 of the Fortune 500 firms
worldwide. SOFTEL holds a high level of expertise in the
technical issues and nuances involved in installing, integrating
and implementing contact center products for businesses ranging
from Revlon, Central Illinois Lighting Company, Occidental
Chemical, and Cingular Wireless, to Canada Post Corporation,
FedEx, General Health Insurance, Xerox, Mackenzie Financial, and
Verizon Wireless. SOFTEL is proud to be continually recognized
by the world€™s best-known telecom manufacturers as the €œgo-to€?
source for end-to-end contact center solutions.
Country of Ownership: Canada
Year Established: 1993
Exporting: Yes
Primary Industry (NAICS): 541510 - Computer Systems Design and Related Services
Primary Business Activity: Services
Total Sales ($CDN): $5,000,000 to $9,999,999
Export Sales ($CDN): $5,000,000 to $9,999,999
Number of Employees: 30
Services:
Interactive voice response, Call center technology, System integration, Crm (customer relationship management), Cti (computer telephony integration), Voip (voice over ip), Wfm (workforce management)
Products:
Computer telephony, Speech recognition, Voice processing
Technology:
For all its value-added contact center services, SOFTEL uses its
unique Alignment Methodology in order to align the technology to
the customer's requirements and objectives.
Customer demand and needs drive SOFTEL's development of call
center software products.
Sector:
Unique Applications: Customer-driven demand has been the source for
developing various types of software products.
SOFTEL€™s developers have created and installed
the following applications: 1) SOFTEL TAPI Bridge
2) SOFTEL Meridian Link Service (MLS)
3) SOFTEL Modular Voice Architecture (MVA)
4) SOFTEL IVR-CTI Bridge
SOFTEL TAPI Bridge
§ Allows the integration of a business€™
PBX, IVR and CRM systems, to optimize the call
center(s)
§ Provides the IVR with call information
from the PBX (CLID/ ANI, DNIS) for routing calls
more effectively
§ Enables the IVR to associate CED (caller-
entered data) with each call to trigger screen
pops at the agent desktop and retrieve customer
records
SOFTEL Meridian Link Service (MLS) Bridge
§ Speaks directly to the Nortel Networks
Meridian PBX so that the TAPI Server is not
required
§ Retrieves Calling Line ID (CLID), Dialed
Number Identification Service (DNIS) and
associates the application-specific Caller
Entered Digits (CEDs), so the IVR system can
automatically route incoming calls and deliver
call data to the agent desktop via a screen pop
SOFTEL Modular Voice Architecture (MVA)
§ Allows customers to rapidly develop
applications for Periphonics VPS and MPS via
reusable code modules
§ Enables rapid IVR application development
and roll-out
SOFTEL IVR-CTI Bridge
§ Integrates Aspect Contact Server with
Nortel Networks Periphonics IVR
§ Provides full-featured functionality
across disparate systems with 3 modules: 1. Computer Media Interface (CMI) and Call
Transfer
» Retrieves the call data from the Aspect
Contact Server, which is then used by the Nortel
Networks Periphonics IVR to route calls more
effectively
2. Workflow Interface
» Transfers information between the Nortel
Networks Periphonics IVR and Aspect Contact
Server. The IVR can now trigger eFlows,
automated business processes that the Aspect
Contact Server will execute.
3. Data repository
» Retrieves the caller information and call
data that is then stored temporarily in the
Aspect Contact Server for use by its CTI software
Key / Major Clients: AAA (American Automobile Association)
ATA Airlines (American Trans Air)
Baxter Healthcare
British Telecom (BT Ignite)
Cable - Wirelesss
Canada Post Corporation
Cingular Wireless
Epson
Exxon
General Motors (MIC GM)
Human Resources Development Canada (HRDC)
Marsh McLennan (MMC Company)
OxyChem (Occidental Chemical)
TCRS/ Wells Fargo
TD Waterhouse
Xerox Capital Services
Success Stories: AAA – American Automobile Association
- Nortel Networks MAX to Symposium Migration
- 1 contact center, 600 agents
AnswerCall Direct
- Installed Avaya CentreVu
ATA Airlines (American Trans Air)
- Speech recognition application development on
Nuance platform
- Provide callers with flight information (FLIFO)
- Callers provided the flight number or were
asked specific questions so that the application
could then provide the flight status
- Speech recognition application worked with the
Rockwell FirstPoint and Nortel Networks
Periphonics VPS IVR
- 2 IVRs since 2 call centers involved
(Indianapolis and Chicago)
Baxter Healthcare
- Concerto (Davox) interface to Nortel Networks
- Application development on Concerto integrating
to Nortel Networks Periphonics IVR
BT Ignite (CNOC- Central Network Operations
Center)
- Managed services
- On-site support to the telecommunications group
- Nortel Networks, Avaya and Cisco Systems
CILCO - Central Illinois Lighting Company
- Aspect Customer Self-Service
- Customer account information for Hydro services
including outage broadcast
- Interface via API to Oracle
Cingular Wireless
- Aspect Customer Self-Service
- Customer account information for cellular phone
customers
- Interface via API and screen-scrape to Billing
system
- Interface via TCP/IP socket to Genesys
Exxon
- Nortel Networks SCCS scripting
- Installed Symposium TAPI and Symposium Agent
- Integrated this to their IBM Corepoint CRM
package to provide screen pop capabilities based
on the ANI/ CLID
Federal Government - Attorney General Family
Responsibility Office
- Avaya Conversant IVR application developed to
provide information to both the recipients of
childcare payments as well as the payers
- Information provided: account balance, last
payment date, outstanding payments, office
locations to make deposits, etc.
GHI – Group Health Insurance
- Install and configure Aspect Customer Self-
Service
Hewlett-Packard Co.
- Managed Services (MOVES, ADDS, CHANGES and
DELETIONS) across 27 countries in EMEA
- Combination of Avaya and Nortel Networks systems
- Off-site, remote maintenance of voice network
- Installation and support of Teltone OfficeLink
(Follow the Sun)
HRDC/ PwC (IBM) – Human Resources Development
Canada/ Pricewaterhouse Coopers (IBM)
- Blue Pumpkin workforce management software
analysis, installation, implementation
- 22 sites, average of 150 agents/ site
Testimonial: American Trans Air
Kay Hlava (ATA)
ATA Airlines, in our constant effort to provide
excellent customer service as it makes business
and vacation travel as convenient as possible,
recently engaged SOFTEL to develop a Speech
Recognition solution for our call centers. The
FLIFO speech application that SOFTEL created
allows our customers to request flight
information through natural speech. SOFTEL did a
wonderful job in delivering the solution we
needed on time even given the extremely tight
deadlines. SOFTEL's attention to detail,
excellent documentation and desire to satisfy
their customer was clearly displayed throughout
their work with ATA. Their professionalism,
knowledge and dedication proved valuable in every
aspect of our project. This speech recognition
installation enabled ATA to improve customer
satisfaction while significantly reducing the
number of agent positions normally required to
handle this service. We would strongly recommend
SOFTEL as they have a vast and valuable expertise
in the contact center domain and they put a
tremendous amount of effort in ensuring our
project€™s successful completion.
MI Home Products
Mick Lower
SOFTEL has recently developed and i
Cognata John
Mokbel Sonia
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