Cantata Call Center Applications

Applications

Call Centers

Call centers have evolved dramatically over the years. Traditional call center environments provide automatic dialing and manage call distribution. A call center can enable their operators to receive customer information just as their calls are placed, along with scripts and other tools to personalize their communications with customers. But today's call center services provide much more by incorporating voice, data, video, fax, email, and conferencing in a collaborative way using both traditional and IP technologies.

Call center service providers choose the Cantata’s platforms for its rich IVR and VRU capabilities, with support for text-to-speech and automated speech recognition. Using Cantata’s platform, the call center operators have all the tools to provide the highest possible level of customer service.

Call center services are usually supported by a sophisticated workforce management application. Cantata platforms enable the call center to capture call information such as frequency, time, duration, and other statistics to evaluate agent activity and performance.

The Cantata Value Proposition

Cantata offers a range of carrier-grade, open services platforms that perform critical media processing tasks for call center such as real-time voice mixing and bridging, DTMF detection, coach-whisper, and recording. The versatility of our platforms support call center services on any network, and allow network providers to transition seamlessly from TDM, to hybrid, to all-IP networks.

Rapid Time to Market
All our products reduce time to market, whether it is because the network protocols are integrated into a single system or because the product relies on standards-based protocols. Cantata products are open services platforms and offer features that encourage rapid application deployment.

Flexible and Scalable
Whether you are trialing a new call center service on a single low-cost server or want to deploy a high-capacity solution using a multi-service platform or scalable blade server technology, Cantata has the platform for your needs. Network operators buy only what they need today, seamlessly scaling up capacity as demand grows. And they have a choice of development environments using a robust API or a SIP-based approach. Service providers gain the flexibility to deploy the best solution for their specific network needs.

Cost Effective
All our products are deliberately designed to be cost-effective. The cost and complexity of implementing and operating new services are reduced, whether it’s a distributed network model using Cantata’s SnowShore IP Media Server and the IMG 1010 in IMS environments, or a multi-service model using Cantata’s Excel Converged Services Platform (CSP) 2090 and Excel Multi-Services Platform (MSP) 1010, with signaling and media supported on a single platform. Because we offer choices in working within different networking architectures, service providers can roll out new services quickly and cost-effectively.

Cantata Product Offerings

The Excel Converged Services Platform (CSP) 2090 is a carrier-grade integrated signaling and media platform that provides application developers with both IP and PSTN call control, media processing, and signaling, enabling them to implement feature-rich, network-based call center services. The CSP 2090 allows developers to build revenue-generating call center services on a single platform bridging existing and new network infrastructure, efficiently leveraging service provider assets.

The Excel Multi-Services Platform (MSP) 1010 is a highly flexible media resource platform supporting TDM interfaces as well as fixed and mobile signaling protocols. It is the newest addition to the CSP family of products, offering a small-footprint, modern, modular design. It provides high-performance SS7 monitoring, media processing and advanced DSP functionality for a variety of applications. Carriers can use the MSP 1010 as an intelligent peripheral, comprehensive media server solution or IVR unit.

The SnowShore IP Media Server is the industry’s premier software-based, carrier-grade IP media server. Supporting SIP, VoiceXML and MSCML, the SnowShore IP Media Server is designed to provide high-performance media processing resources for IP call center applications in next-generation wireline, wireless and broadband networks, and it offers support for the IMS network architecture.

The Integrated Media Gateway (IMG) 1010 is an integrated media and signaling gateway that provides any-to-any voice network connectivity enabling the delivery of SIP services into legacy SS7/PRI networks, as well as IP-to-IP transcoding for IP network peering applications. If your call center application requires an SS7 or ISDN interface within an IP network, the IMG 1010 provides the media gateway function for the SnowShore IP Media Server that allows your call center application to work within this network configuration.

A Foundation for Innovation

Cantata has developed a global ecosystem of partners whose knowledge and experience is unrivalled. We’re able to help accelerate your speed-to-market, reduce your risks and ensure that you deploy your solutions with the utmost confidence. Cantata and our partners can provide you with proven, commercially deployed call center solutions that best fit your business plan for growth and success.