TDM to SIP Migration Services. Innovation Collaboration Evolution Results

Transcription

1 Services Support TDM to SIP Services Innovation Collaboration Evolution Results

2 SIP is coming to your contact center. You will eventually be forced not only to accept SIP based technologies but integrate these technologies while still operating your contact center. This is more difficult than setting up a new contact center. Interruption of the contact center operation is not tolerable. Therefore how you manage the TDM to SIP transition is very important. SOFTEL TDM/T1 to SIP Architecture s and Services SOFTEL have been providing supporting services to contact center businesses for over 2 decades, in sectors such as Finance, Health Care, Retail, Utilities, and Transportation, amongst others. Our knowledge of the architecture and infrastructure required for SIP solutions supporting Unified Contact Centers and front-line services has benefitted dozens of leading global organizations, who operate very complex business operations. With industry-level management, integration, and migration strategies, SOFTEL s Unified Communications SIP Services provide superior Service management, unique within contact center operations. We are dedicated to providing SIP migrations and deployments from major vendors and providers, while minimizing the impacts to business operations from Inception,, and Integrations, through s to Day-to-Day Operations and Managed Services/Day 2 Support. SIP Services Vendor SIP Solution Site SBC Site Operations Modular s SIP Brought Into Service (BIS) Managed Services & Day 2 Support Utilizing a customizable methodology for SIP s, SOFTEL ensures that the core operations remain unaffected by applying a modular approach to the vendor s SIP deployment and the on-site infrastructure and architecture. Through meticulous dial planning and componentlevel SBC deployments, SOFTEL works with their technology partners to deliver a seamless transition from T1/TDM to SIP within enterprise architecture. 1. Vendor SIP Solution Depending on your choice of Vendor and the model for your own deployment and migration of SIP Services, SOFTEL provides a comprehensive service of Solution, based on your current and future enterprise architecture utilization. Capacity T1 Trunks, PBX, ACD & VM Dial Plan IT Network Infrastructure Turrets & Softphones (CTI) Peripheral Services (CRM) We map your services to your business requirements and plot the distribution of the Vendors SIP solution, matching it with existing the T1 architecture. SOFTEL moves the center through a planning cycle. Combined with direct vendor and enterprise involvement, a fully-formed SIP Plan is produced, containing itemized steps to implementation of the SIP Solution for the center.. 2. Site Session Border Controller (SBC) At enterprise operations-level, SOFTEL defines with the customer, the infrastructure and local architecture requirements for the locations and sites. Locations & Sites LAN/WAN Requirements Data & Equipment Enterprise Architecture Decommissioning Bringing Into Service Plan By combining local SBC requirements with existing or enhanced networks on LAN/WAN and defining capacities within the enterprise architecture, SOFTEL delivers a working SBC migration plan.

3 3. Site Operations Beyond the technical deployment planning, SOFTEL works with the customer determine and define the local configuration and allocation of SIP Channels, from the existing T1 Trunks, local PBX, and ACD, forming a comprehensive working document as the basis for individual extension migrations. Sites, Teams, Groups Operators (Agents) CRM Vendor Platform Configuration Telephony User Configuration CRM/CTI Integrations Dial Plan 4. Modular s Once each aspect of the migration plans are in place, SOFTEL works with the vendor and the enterprise to determine when each site, location, group, team, user and service will be deployed and integrated in the contact center operation., This may need to be a combined migration per site or on a more granular scale depending on the vendor or service. Identification & Grouping Calendar Modular s Quality Test & Assurance Decommissioning Bringing into Service As subscribers progress through the migration plan, quality assurance testing is applied, prior to a decommissioning program, thereby releasing and removing legacy telecommunications equipment leading to an eventual BIS (Bringing Into Service). 5. SIP Brought into Service (BIS) A period of bedding in is allocated, per location and site before any decommissioning takes place. When a stringent set of business requirements, operational capacities, and functional requirements are satisfied, will a site be considered In Service. Once this has been achieved, to the satisfaction of all parties, a program of decommissioning the legacy systems and network can commence. 6. SOFTEL Managed Services Sometimes, technologies designed to increase productivity within an organization can also create levels of complexity, increasing risks when making transitions from legacy platforms to virtualized environments. If you discover that you are spending too much time managing your applications instead of operating them, it may be time to talk to SOFTEL Communications. SOFTEL Managed Services monitor IP-based communication system devices, applications, voice routers, and switches for fault and performance events. From our Network Operations Centers (NOC), we resolve Incidents and take the lead in co-managing networks and applications across any infrastructure. SOFTEL personnel operate as an extension of your IT team by providing visibility into the state of your network through our best-in-class Remote Monitoring and Management Platform. Our advanced Recording and Reporting technology aggregates performance, availability and fault information into real-time, daily, and monthly reports. With a multitude of layers, SOFTEL Managed Services allows you to simply continue with your operations.

4 7. SOFTEL Project Governance & Program Management Services Today's business challenges are tough and the solutions to overcome these challenges are often complex. Understanding the problems, communicating to the key project stake-holders, specialists and mapping out a clear path to results keeps things on track. This is where real project experience and management maturity can make the difference between success and failure. Keeping everything moving towards deadlines and business specifications needs a good plan and an even better method of delivery. If you need an experienced, tested and trusted Project or Program Governance and Delivery Service, it s time to talk to SOFTEL Communications. At SOFTEL, we use proven project management methodologies and provide the experienced expertise to manage and implement end-to-end complex and large-scale application and infrastructure projects. We drive, support, deliver, and perform quality control of complex project deliverables, across converged client networks. Our Services begin with scope and definitions and continue through life cycle deliveries, to quality control monitoring measures. Through our Project, Program, and Delivery Managers, we drive deliverables and take the lead in coordinating multiple services, providers, platforms, and developments on the ground. Through proven delivery methodologies, we provide planning and implementation records, reports, and status/progress milestones, ensuring clear communications between all parties. All of which allows you to simply specify your deliverables. Scope of work Business Requirements Technical Requirements Business & Technical High Level Design Architecture Design Document Document Project Plan Delivery Business Analysis Technical Development Technical Integration Testing Business/User Testing Implementation Quality Control & Post- Launch Support Governance Implementing & Overseeing the Project Plan Phase Delivery Communique Quality Assurance & Milestone Internal & External Resource Customer & Supplier Liaison Project Timeline Adherence 8. SOFTEL Software & Infrastructure Services Contact Center environments evolve over time, creating any number of complex elements which form the core of Unified Communications. SOFTEL understands those elements, knowing how they interact, and having the experience to apply continued operational enhancement. This is where software and infrastructure maturity can make the difference between success and failure. Keeping everything aligned and functional takes a good plan and an even better method of continued delivery. If you need an experienced, tested, and trusted software and infrastructure Service, it s time to talk to SOFTEL Communications. At SOFTEL, we use proven delivery and operating methodologies and provide the expertise to manage and implement end-to-end complex and large-scale software and infrastructure projects: Software & Infrastructure Services Hybrid Unified Communications (Premise and Cloud) Technology Platform Technology Platform Solutions Solutions Solutions Applications Applications Applications Applications Applications Applications Software Software Software Software Software Software Software Software Software Software Software Software Development Tools Development Tools Development Tools Development Tools Development Tools Development Tools

5 9. SOFTEL Software Application Development Services Contact Center and Unified Communications Omnichannel Software Application Development is becoming more and more complex. With the advent of IoT (Internet of Things), Big Data Analytics and Wearable Technologies and a plethora of Platforms, Operating Systems, Devices and Delivery and Hosting methods, finding the right balance between functionality and accessibility can be daunting. Understanding how a developed software fits in with the overall operations and ensuring it is the best possible fit is where real development experience and management maturity can make the difference between success and failure. Keeping everything in line with specifications requires a good plan and a superior method of delivery. At SOFTEL, we use proven delivery methodologies and provide the expertise to manage and implement end-to-end complex and large-scale software, application and infrastructure software, and application delivery projects. Our Software Application Development Services begin with a complete analysis of requirements and continue through detailed designs and development, through to an implementation across an enterprise or business. Our dedicated team of software developers and management staff drive deliverables and take the lead on the ground. Through proven delivery methodologies, we define, measure, assess, implement, and control our custom developments, ensuring a fully-flexible approach to delivery. All of which allows you to simply define your business goals. Delivery Business Analysis Development Test Lab Technical Integration Testing Business/User Testing Implementation Quality Control Post- Launch Support Methods Vendor Tools SDK Platform Coding Industry Coding Agile Delivery Method Waterfall Iterations Versioning UML Unit Tests Source Coding Test Cases Integration Tests Top Down Bottom Up Black Box Implementation Adjust Embed Manage Implementing & Overseeing the Project Plan Phase Delivery Communique Quality Assurance & Milestone Internal & External Resource Customer & Supplier Liaison Project Timeline Adherence SOFTEL is passionate about providing fully-encompassing Best in Class SIP Services to your Enterprise Operations. To find out more about our unique Service Packages, contact us today; SOFTEL Communications 2015