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An alternative to traditional phone systems, VoIP – Voice over Internet Protocol – allows organizations to use the network infrastructure already for phone calls. VoIP can reduce costs since telephone calls can make use of an organization’s data network instead of the phone company’s network while maintaining the convenience of 4-digit dialing to a handset or “softphone” on a laptop or mobile device—anywhere in the world. VoIP systems support the same features commonly found in inhouse Call Centers such as Automatic Call Distribution (ACD) Interactive Voice Response (IVR), call queuing and voicemail, and additional features such as video calls, private instant messaging, and video conferencing. VoIP systems may be built in-house or offered through a cloud-based system.
VoIP technology has evolved into a complete unified communication and collaboration platform that combines online chat, video meetings, file sharing, and application integration. SDI has successfully implemented the following systems.
Cisco UCM/UCX
For this industry-leading platform, SDI has managed the implementation of these systems for a 200 seat Call Center. The features deployed include ACD, IVR with touchtone phone account management and back end system integration, and voice recognition. Computer Telephone Integration (CTI) allowed for the pre-population of the callers’ account information into the screen of the help desk agent based on the caller’s Caller ID.
Microsoft Teams
Teams is a unified communication and collaboration platform that combines persistent workplace chat, video meetings, file storage, and application integration. Teams is highly flexible and configurable but without management controls, it can become disorganized and risk the leakage of business data. The Teams platform supports a multitude of 3rd party plug-ins for Task Management, Scheduling, and integration with popular third-party CRM systems to name a few.
Zoom
Most people are familiar with Zoom but may not be familiar with its advanced features. The Zoom Room transforms your conference room into a Zoom ready meeting place for group video conferencing, webcasts, or online training. It can also manage the scheduling of your conference rooms.
Jive Business Phone and Voice Services
An economical cloud-based VoIP platform with an easy-to-use administration interface supporting business phones and call center features.
SDI engineers have extensive experience in large-scale, complex IT environments.
SDI Presence has over 20+ years of experience installing, maintaining, and managing world-class communications infrastructure for government and utility clients and understands the need for stringent management and reporting.
SDI’s highly certified engineers follow best practices for secure communications of business data in the support of over 16,000 VoIP endpoints.
