Call Centers

Next–generation contact centers deliver services across multipe modes of communication: voice, fax, e–mail, instant messaging, web, images, and video. A fundamental component of next–generation contact centers is the IP media server, which processes and integrates real–time audio, video, and fax media streams for hundreds of call agents. RadiSys Convedia media servers offer benefits to contact–center operators, hosted service providers, system integrators, and independent software vendors (ISVs).

VoIP and open systems are fuelling a new round of innovation in contact center features and capabilities. Contact centers migrating from traditional circuit–switched communications to VoIP technologies are creating opportunities to significantly reduce communications costs and increase efficiency. This transition is also changing the way system integrators, hosted contact center service providers and independent software vendors approach their businesses.

One of the key components in the modern contact center is the IP media server, which delivers real-time audio and video packet processing for a complete range of contact center application requirements, including ACD, IVR, feature–rich agent conferencing modes, embedded fax and video.

RadiSys offers a complete product portfolio of IP media processing products and technology, from entry–level software-based media servers to the largest carrier–class hardware media servers, all delivering operational and economic benefits for contact center operators and their communication solution vendors.

More Information on Call Centers

• White Paper – IP Media Servers for Next-Generation Contact Centers

  Next-generation contact centers deliver services across multiple modes of communication: voice, fax, e-mail, instant messaging, web, images, and video.

• IP Contact Center

  Next generation VoIP contact center solutions overcome the complexity of CTI technology by supporting all media types over a common IP infrastructure. RadiSys Convedia media servers support audio, fax, and video media processing for cost-efficient IP contact center solutions.

• Audio Conferencing Services

  Making sound business decisions is often a collaborative effort among a group of people. In situations where a face-to-face group meeting is uneconomical or just too difficult, audio conferencing services allow the team to share ideas and solutions through a voice conversation from wherever they happen to be.

• IVR/VRU

  Interactive Voice Response (IVR) / Voice Response Unit (VRU) capabilities are inherent in many enhanced service applications. RadiSys Convedia media servers offer feature-rich IVR/VRU media processing as a shared resource available to multiple applications in a VoIP or IMS architecture.

• Speech Enabled

  Speech enabled solutions allow users to control applications or access information using speech. RadiSys Convedia Media Servers support automatic speech recognition (ASR) and text-to-speech (TTS) capabilities for scalable network-based speech processing applications.

• Transcoding

  Transcoding is a fundamental capability of RadiSys Convedia Media Server family utilized in a variety of VoIP services including multi-codec conferencing applications, as well as for streaming announcements encoded in one codec to endpoints using another codec.

• Video Conferencing Services

  Video conferencing is a powerful communications tool in the modern business world. The ability to share important business discussions with body language and facial expressions delivers enormous benefits compared to any other conferencing medium.

• Video Mail

  Video conferencing is a powerful communications tool in the modern business world. The ability to share important business discussions with body language and facial expressions delivers enormous benefits compared to any other conferencing medium.

• Fax Handling

  Fax communications continues to be an important media used in business communications. In particular, many legal transactions and processes continue to have strong dependencies on reliable fax communications. Fax technology was originally designed for transmission across dedicated circuits in legacy PSTN networks. While the movement towards VoIP technology introduces many cost and operational benefits for voice and video media, the periodic packet loss experienced in some IP networks can sometimes be problematic with fax transmissions.