products

Telephony

Softdial Telephony Gateway™ (STG) is Sytel’s solution for handling all telephony and media events in contact centers, including interactions with external telephony/IP network suppliers and agents, whether local or remote.

STG is a collection of software components that drive industry standard telephony cards – equivalent to bundling an ACD, PBX and media services such as call recording into a single, hardware server.

STG supports both TDM and IP based telephony and can be deployed as a IP only, TDM only or a hybrid media gateway.

The Softdial Contact Center™ solution also allows third parties to integrate their own telephony services, should they prefer.

Highlights:

Supports all call types

All call types that traditionally required both an ACD and a PBX are handled within one system.

Supports a wide range of media functions

All kinds of media activities are supported including call progress detection for outbound calls, call recording, voicemail, auto attendant, message playing and text to speech.

Supports ACD functions

Queues and skills-based routing are both supported.

Supports PBX functions

STG supports huntgroups, auto-attendant and voicemail functions. There is no need to deploy a separate PBX to handle non contact center related activities. This approach also allows clean integration with the rest of the call center enterprise.

Supports both TDM and IP

STG can support traditional telephony and VoIP simultaneously on the same system. Contact centers seeking to migrate from TDM to IP can do so seamlessly with no additional system costs.

High Scalability

A single system can be configured to handle in excess of 5000 call sessions.