SOFTEL Communications, Inc.
Montreal, QC
Company Overview
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 worlds best-known telecom manufacturers as the go-to source for end-to-end contact center solutions.
Company Information
Physical Address
1100-1200 McGill College Ave.
Montreal, QC H3B 4G7
CA
Mailing Address
1100-1200 McGill College Ave.
Montreal, QC H3B 4G7
CA
Additional Details
Legal Name: SOFTEL Communications, Inc.
Number of Employees: 30
CA
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.
Customer-driven demand has been the source for developing various types of software products. SOFTELs 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:
- 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
- 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.
- 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
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
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
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 projects successful completion.
MI Home Products Mick Lower
SOFTEL has recently developed and implemented our IVR Speech and TAPI applications that included the SOFTEL TAPI Bridge installation. I am extremely happy with both their deliverables and their ongoing quality support. There has not been a need they could not fill. As a result, MI Home Products is able to serve our own customers better and also provide 7x24 availability without the addition of employees to handle the service. Prior to this we were only available to serve our customers 9 hours a day.
TCRS/ Wells Fargo Financial Bernard McGouran
To date we are very happy with the IVR and TAPI CTI applications delivered by SOFTEL. SOFTEL is always very responsive and going the extra mile to provide system and support services that work. They came highly recommended to us by Bell Canada, and given the complexity of our applications developed by SOFTEL, I am more than happy to recommend them. They have done and continue to excellent work for us.
Contacts
Sonia Mokbel
Title: Director
Area of Responsibility: Export Sales & Marketing
Phone: Show phone
Fax: Show fax
Email: Show email
John Cognata
Title: Vice President
Area of Responsibility: Management Executive
Phone: Show phone
Fax: Show fax
Email: Show email
Services
-
Call Center Technology
SOFTEL specializes in call/ contact centers, an organizations most critical customer touch points. From the basic call center to the most complex multi-channel contact centers, SOFTEL can provide services to:
- Increase agent productivity
- Reduce operational expenses
- Maximize revenue opportunities and
- Improve customer satisfaction.
One of SOFTELS competitive advantages is its ability to provide seamless solutions across the wide variety of technologies and platforms found in todays contact centers (converging solutions). SOFTEL is platform agnostic, so unique and tailored solutions are produced only according to customers requirements, objectives and environment. One of SOFTELS core strengths is its ability to successfully integrate disparate systems, as its team is skilled and experienced in a wide variety of platforms and technologies. Furthermore, SOFTELS software experts will build the applications and APIs required to enhance the functionality of communications systems, permitting the end-users to achieve the full benefits of their technology investments.
Our full suite of offerings includes:
- Consulting Services
- Installation Services
- Systems Integration
- Implementation Services
- Managed Services
- Application Development
- Support & Training.
-
Crm (customer Relationship Management)
SOFTEL specializes in call/ contact centers, an organizations most critical customer touch points. From the basic call center to the most complex multi-channel contact centers, SOFTEL can provide services to:
- Increase agent productivity
- Reduce operational expenses
- Maximize revenue opportunities and
- Improve customer satisfaction.
One of SOFTELS competitive advantages is its ability to provide seamless solutions across the wide variety of technologies and platforms found in todays contact centers (converging solutions). SOFTEL is platform agnostic, so unique and tailored solutions are produced only according to customers requirements, objectives and environment. One of SOFTELS core strengths is its ability to successfully integrate disparate systems, as its team is skilled and experienced in a wide variety of platforms and technologies. Furthermore, SOFTELS software experts will build the applications and APIs required to enhance the functionality of communications systems, permitting the end-users to achieve the full benefits of their technology investments.
Our full suite of offerings includes:
- Consulting Services
- Installation Services
- Systems Integration
- Implementation Services
- Managed Services
- Application Development
- Support & Training.
-
Cti (computer Telephony Integration)
SOFTEL specializes in call/ contact centers, an organizations most critical customer touch points. From the basic call center to the most complex multi-channel contact centers, SOFTEL can provide services to:
- Increase agent productivity
- Reduce operational expenses
- Maximize revenue opportunities and
- Improve customer satisfaction.
One of SOFTELS competitive advantages is its ability to provide seamless solutions across the wide variety of technologies and platforms found in todays contact centers (converging solutions). SOFTEL is platform agnostic, so unique and tailored solutions are produced only according to customers requirements, objectives and environment. One of SOFTELS core strengths is its ability to successfully integrate disparate systems, as its team is skilled and experienced in a wide variety of platforms and technologies. Furthermore, SOFTELS software experts will build the applications and APIs required to enhance the functionality of communications systems, permitting the end-users to achieve the full benefits of their technology investments.
Our full suite of offerings includes:
- Consulting Services
- Installation Services
- Systems Integration
- Implementation Services
- Managed Services
- Application Development
- Support & Training.
-
Interactive Voice Response
SOFTEL specializes in call/ contact centers, an organizations most critical customer touch points. From the basic call center to the most complex multi-channel contact centers, SOFTEL can provide services to:
- Increase agent productivity
- Reduce operational expenses
- Maximize revenue opportunities and
- Improve customer satisfaction.
One of SOFTELS competitive advantages is its ability to provide seamless solutions across the wide variety of technologies and platforms found in todays contact centers (converging solutions). SOFTEL is platform agnostic, so unique and tailored solutions are produced only according to customers requirements, objectives and environment. One of SOFTELS core strengths is its ability to successfully integrate disparate systems, as its team is skilled and experienced in a wide variety of platforms and technologies. Furthermore, SOFTELS software experts will build the applications and APIs required to enhance the functionality of communications systems, permitting the end-users to achieve the full benefits of their technology investments.
Our full suite of offerings includes:
- Consulting Services
- Installation Services
- Systems Integration
- Implementation Services
- Managed Services
- Application Development
- Support & Training.
-
System Integration
SOFTEL specializes in call/ contact centers, an organizations most critical customer touch points. From the basic call center to the most complex multi-channel contact centers, SOFTEL can provide services to:
- Increase agent productivity
- Reduce operational expenses
- Maximize revenue opportunities and
- Improve customer satisfaction.
One of SOFTELS competitive advantages is its ability to provide seamless solutions across the wide variety of technologies and platforms found in todays contact centers (converging solutions). SOFTEL is platform agnostic, so unique and tailored solutions are produced only according to customers requirements, objectives and environment. One of SOFTELS core strengths is its ability to successfully integrate disparate systems, as its team is skilled and experienced in a wide variety of platforms and technologies. Furthermore, SOFTELS software experts will build the applications and APIs required to enhance the functionality of communications systems, permitting the end-users to achieve the full benefits of their technology investments.
Our full suite of offerings includes:
- Consulting Services
- Installation Services
- Systems Integration
- Implementation Services
- Managed Services
- Application Development
- Support & Training.
-
Voip (voice Over Ip)
SOFTEL specializes in call/ contact centers, an organizations most critical customer touch points. From the basic call center to the most complex multi-channel contact centers, SOFTEL can provide services to:
- Increase agent productivity
- Reduce operational expenses
- Maximize revenue opportunities and
- Improve customer satisfaction.
One of SOFTELS competitive advantages is its ability to provide seamless solutions across the wide variety of technologies and platforms found in todays contact centers (converging solutions). SOFTEL is platform agnostic, so unique and tailored solutions are produced only according to customers requirements, objectives and environment. One of SOFTELS core strengths is its ability to successfully integrate disparate systems, as its team is skilled and experienced in a wide variety of platforms and technologies. Furthermore, SOFTELS software experts will build the applications and APIs required to enhance the functionality of communications systems, permitting the end-users to achieve the full benefits of their technology investments.
Our full suite of offerings includes:
- Consulting Services
- Installation Services
- Systems Integration
- Implementation Services
- Managed Services
- Application Development
- Support & Training.
-
Wfm (workforce Management)
SOFTEL specializes in call/ contact centers, an organizations most critical customer touch points. From the basic call center to the most complex multi-channel contact centers, SOFTEL can provide services to:
- Increase agent productivity
- Reduce operational expenses
- Maximize revenue opportunities and
- Improve customer satisfaction.
One of SOFTELS competitive advantages is its ability to provide seamless solutions across the wide variety of technologies and platforms found in todays contact centers (converging solutions). SOFTEL is platform agnostic, so unique and tailored solutions are produced only according to customers requirements, objectives and environment. One of SOFTELS core strengths is its ability to successfully integrate disparate systems, as its team is skilled and experienced in a wide variety of platforms and technologies. Furthermore, SOFTELS software experts will build the applications and APIs required to enhance the functionality of communications systems, permitting the end-users to achieve the full benefits of their technology investments.
Our full suite of offerings includes:
- Consulting Services
- Installation Services
- Systems Integration
- Implementation Services
- Managed Services
- Application Development
- Support & Training.
Products
- Computer Telephony
-
Speech Recognition
SOFTEL specializes in call/ contact centers, an organizations most critical customer touch points. From the basic call center to the most complex multi-channel contact centers, SOFTEL can provide services to:
- Increase agent productivity
- Reduce operational expenses
- Maximize revenue opportunities and
- Improve customer satisfaction.
One of SOFTELS competitive advantages is its ability to provide seamless solutions across the wide variety of technologies and platforms found in todays contact centers (converging solutions). SOFTEL is platform agnostic, so unique and tailored solutions are produced only according to customers requirements, objectives and environment. One of SOFTELS core strengths is its ability to successfully integrate disparate systems, as its team is skilled and experienced in a wide variety of platforms and technologies. Furthermore, SOFTELS software experts will build the applications and APIs required to enhance the functionality of communications systems, permitting the end-users to achieve the full benefits of their technology investments.
Our full suite of offerings includes:
- Consulting Services
- Installation Services
- Systems Integration
- Implementation Services
- Managed Services
- Application Development
- Support & Training.
-
Voice Processing
SOFTEL specializes in call/ contact centers, an organizations most critical customer touch points. From the basic call center to the most complex multi-channel contact centers, SOFTEL can provide services to:
- Increase agent productivity
- Reduce operational expenses
- Maximize revenue opportunities and
- Improve customer satisfaction.
One of SOFTELS competitive advantages is its ability to provide seamless solutions across the wide variety of technologies and platforms found in todays contact centers (converging solutions). SOFTEL is platform agnostic, so unique and tailored solutions are produced only according to customers requirements, objectives and environment. One of SOFTELS core strengths is its ability to successfully integrate disparate systems, as its team is skilled and experienced in a wide variety of platforms and technologies. Furthermore, SOFTELS software experts will build the applications and APIs required to enhance the functionality of communications systems, permitting the end-users to achieve the full benefits of their technology investments.
Our full suite of offerings includes:
- Consulting Services
- Installation Services
- Systems Integration
- Implementation Services
- Managed Services
- Application Development
- Support & Training.
NAICS Categories
Additional Information
541510
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