Adaptive Architecture

Every enterprise has a unique telephony and carrier transport infrastructure and business application requirements for customer service. Seratel™ provides an adaptive architecture that insulates the applications from the infrastructure and virtualizes call center operations for friction-free business.

Say hello to flexibility and choice

Utilize carrier and transport technology and contracts already in place
Exploit off-the-shelf network components
Deploy applications that suit your needs – integrate them into business processes
Allow agents to choose SIP, mobile or TDM telephony devices
Adopt new web standards and technologies – migrate to IP at your own pace
Deliver consistent service for voice, email, web and chat media

Improve contact and resource management

At the heart of Seratel’s web-services architecture is Midpoint Call Management™, a centralized point of visibility and control for highly distributed call centers. End-to-end call management includes:

Consolidation, classification, management and routing of all voice, email and web contacts. Queuing and distribution of prioritized calls to best available agents regardless of location or affiliation

Adapt and connect seamlessly to third party resources

Connectivity to third party call center routing engines
Connectivity to call center media channels
Connectivity to third party call center applications

Web Services Architecture

Seratel is based on multi-tier web services architecture that enables a highly scalable, distributed and fault-tolerant carrier-class service. Seratel‘s software directly interfaces with standard network infrastructure components, including media gateways, media servers and session border controllers to obtain call signaling control. By intercepting calls at the media gateway or session border controller, in the carrier's edge or access networks, Transera's patented Midpoint Call Management™ creates a virtual control point between callers and customer service agents that is unconstrained by traditional boundaries of organization, technology or location.

By overlaying the carrier's network, Seratel eliminates the need for expensive dedicated telephony hardware and software. Instead, Transera utilizes the existing IP communications infrastructure as the voice and telephony management platform. Seratel is a scalable, reliable, fault-tolerant service. Redundancy is built into every level of the architecture, including system survivability and service alerts, ensuring high-availability to Seratel Powered customers.

Network Infrastructure

Seratel overlays network components to provide end-to-end call management across distributed sites. Call management applications are liberated from the voice transport, which remains in the voice network, enabling call center applications to be delivered on-demand. Seratel utilizes these network components as the voice and telephony application platform so organizations can manage and control customer calls coming from anywhere in the world.

Call Control Gateway Layer

Seratel intercepts calls at the edge of the network via SIP on standard media gateways or session border controllers, and manages call control functions according to CCXML scripts received from the Application Services Layer. Call, network and agent events are passed to the Application Services Layer as CCXML events.

Application Services Layer

Delivers real-time control of call center functions through a browser-based dashboard accessible from anywhere. Real-time and historical reporting is normalized across geographies, technologies and resources including onshore, branch office, outsourced or at-home agents. Third party applications can be extended across distributed call center operations through a standard information server and an open XML query generator. Supervisors can monitor and manage calls and routing, obtain normalized reporting, and provision agents or teams across a virtualized call center environment.