VoIP, UC and Contact Center Systems

Classic telephone systems cease to be sufficient communication medium, because of development of communications needs of modern enterprises. Nowadays accessibility and mobility are more important, that is why Unified Communication applications are an excellent response to it. We can assign many different devices to one user who can use them in almost the same way. We are also able to configure one device (e.g. smartphone) which combines channels of communication from multiple devices into one interface.

We offer our customers Unified Communications Solutions to give them access to the same communication services wherever they are. This causes a huge increase in employees’ mobility and allows them an instant access to data and information.

User Adoption

When it comes to digital transformation of enterprises, including among others the implementation of modern Unified Communication solutions, the notion of “User Adoption” is worth emphasizing among employees – end users. Successful implementation of Unified Communication in an organization is not limited to changing the equipment, installing systems and performing staff training. 

It is necessary to make end users notice the value in modifying previous work model or process. It can be achieved through pointing out the opportunities that the implementation of a modern technology gives. The employees will be willing to use new solutions when they are aware of their positive influence on everyday work. This is particularly critical in the context of Unified Communication solutions as these are the end users and their adjustment to the change that influence the ROI factor importantly.

IP Telephony

For many years, telephony has been the basis of communication in every major organization. VoIP systems are an evolution of the traditional model based on analog and digital telephone exchanges whose role has been taken over by servers, IP terminals and computer network used for voice transmission. They have the same facilities as previous solutions, additionally they provide access to a wide range of multimedia applications and ensure an easy integration with external systems e.g. monitoring, security systems, access control, etc.

We offer our clients IP telephony servers with high scalability which can support SMB customers, as well as enterprises with thousands of employees.

Videoconferencing

Despite the significant benefits of using videoconferencing systems, many customers associate them with expensive devices, high network requirements and necessity of organizing meetings in conference rooms where videoconferencing terminals are installed. We refute this stereotype by offering systems which ensure video communication by both terminals in conference rooms, as well as simple to use applications running on workstations and mobile devices such as laptops, tablets or smartphones. We also prove that savings associated with business traveling should not be the only one factor taken into account to calculate videoconferencing ROI. Increasing mobility of working is equally important, as well as access to a completely new teamwork tools which ensure the effectiveness of employees’ effort.

Multipoint Control Units and videoconferencing terminals

We offer videoconferencing systems dedicated to medium and large enterprises. Thanks to our experience we know very well the differences in technology and business needs arising from the scale of the enterprise. We are able to offer solutions tailored to the customer’s needs as far as functional and financial aspects are concerned

Video desktop and mobile applications

Video applications allow mobile users (smartphone, tablet) and desktop users (PC, Mac) to participate in videoconferencing. Our portfolio includes solutions which provide communication in HD and full support of H.264, H.264 High Profile and Scalable Video Coding (SVC) standards. User with Internet access can participate in videoconferencing and display any content e.g. presentation or application window, without additional licenses and complicated installation process. With built-in functionality of Firewall and NAT Traversal it is possible to participate in videoconferencing by using corporate network, as well as external network, maintaining security policies of the company.

Videoconferencing in the cloud

In our offer we have solutions for customers who are interested in outsourcing of video communications. We offer tools that support video and voice through one application without additional calls. This mechanism is very unique and distinguishes our offering from other solutions of this type.  

Contact Center

Our offer comprises call / contact center applications, enabling support of all contact channels from telephone incoming (inbound) and outgoing mode (outbound), by e-mail, instant messaging, chat (IM), SMS to IVR and video.

Call recording

Call recording is of critical importance in any situation where arrangements for trade transactions, projects or alarm information are transmitted via phone. We propose systems that enable centralized call recording from many offices. With full openness to the protocols used by various manufacturers we can choose the products which are able to integrate with current customer’s systems.

We offer solutions with ability to record both IP and TDM posts. positions. Besides instant access to archived recordings, it is possible to use recorders in the process of service quality verification.  Advanced mechanisms analyze conversations and explore emotions, just to allow capturing special cases and use them during later trainings.

Workforce Management

WFM (Workforce Management) is a category of IT systems supporting tasks related to planning and scheduling work of large teams of employees, as well as facilitating operational management and settlement of employees' worktime and their work results.

The concept of personnel management (WFM) comes down to planning the work for a proper employee with the right skills to do specific tasks, at the right time and in the right place. It is possible to handle this task by using a sheet of paper or a spreadsheet but only to a very limited extent. Using a modern tool, like ProScheduler, gives new possibilities of automation and optimization of this task.

ProScheduler uses information about employees’ skills and abilities to exploit their potential by adjusting work schedules to forecast demand. Anticipated demand includes an estimation of duration and number of calls, e-mails, chats and other tasks which have to be done. ProScheduler supports organizing replacement in case of illness or other unplanned employee absences. The system can automatically find employees who are available and have appropriate skills to replace the absent person.