At a Glance
About Softdial Media Server™
Softdial Media Server provides telephony services for Sytel’s Softdial Contact Center™ (SCC) suite, securely connecting to telephony carriers for phone calls, interfacing with 3rd party telephony equipment such as Unified Communications systems and providing voice connectivity to agents, wherever they may be.
Media server roles
The Media Server is a multi-role component that provides scalability and resilience, and is managed via a simple user interface or through an API. It provides opportunities for:
- cost savings through automation and connection to speech recognition systems
- least cost routing by allowing connection to multiple telephony carriers
- easy integration with existing system – it can be connected to existing telephony infrastructure
- connecting to users wherever they may be located, securely, over the internet.
Environmental failures are a fact of life and the contact centre infrastructure needs to be able to counteract this. SCC Media Servers can be joined in a cluster to create a redundant solution. If a node in the cluster fails, calls will thereafter pass through the surviving nodes allowing the operation to continue as usual.
Sudden increases in traffic can easily be accommodated. Auto-deployment of SCC components combined with auto-scaling allows additional Media Server nodes to be added to a cluster dynamically if the system needs to be scaled up due to call volume.
Using speech recognition, simple tasks can be automated keeping agents focused on more profitable activities. Media Server can be connected to speech recognition solutions, both those using the industry-standard MRCP protocol, such as Nuance, and non-MRCP supporting speech solutions such as Google Speech.
Centralised control of telephony routes
Connecting to multiple telephony carriers – potentially across multiple regions or countries offers the means to shop around for the best service and keep call costs low. Media Server permits unlimited secure connections to VoIP carriers. Media Server nodes can also be located within individual countries to permit local breakout.
Connect to existing infrastructure
SCC can be incorporated to enhance existing telephony solutions. Media Server can easily connect to existing voice equipment such as UC (Unified Communications) or PBXs allowing organisations to continue utilising existing telephony investments while adding the full suite of benefits that SCC provides.
Connect to agents – anywhere
Encryption for WebRTC and physical phones is included as standard with Media Server. Desk phones can be connected to Media Server over the Internet and the browser-based WebRTC phone gets agents connected and working productively with nothing more than a web browser and a headset.