Softdial Media Server™

Core telephony functions to manage all inbound/outbound SIP calls

At a Glance

R
Highly flexible SIP server
R
Centrally manage multiple connections to carriers
R
Automate the contact centre by connecting to speech recognition systems
R
Resilient and scalable using clusters
R
Connect to UC or PBX platforms to link to existing voice systems
R
Connect to agents anywhere they have an Internet connection using WebRTC

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.

 

Resilience

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.

Scalability

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.

Automation

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.

Clustering of Media Servers with connection to Speech Service
Clustering of Media Servers with connection to Speech Service

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.

Cluster of Media Servers with connection to PBX and Unified Communications platforms
Cluster of Media Servers with connection to PBX and Unified Communications platforms

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Workforce Management

    Automated, ‘best available’ decisions to manage agents & balance work load, across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Optimised Inbound Routing

    Smart rules and ‘best-available’ decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialer; maximum performance under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app