This month, we look at the rise of the mobile (cell) phone, and what it can tell us about software-as-a-service (SaaS) and computing in the cloud.
Why are mobile phones so phenomenally popular? Well, not because they allow you to make phone calls. That may have been the original attraction, but that is now far down the list. It is because they allow you instant access to advanced functionality (apps) with great convenience (a hand-held device) and little up front expenditure (monthly contract).
Imagine if you had to purchase all the software & services you needed up front – a browser, access to each social media services you use, a calendar, an email system, etc, etc. Only the most determined corporate users would do it.
So most of us use SaaS every hour of the day. It’s not a revolutionary idea, and if the hosted call center services model follows anything like the trajectory of the mobile/ smart phone model, we can expect large-scale take-up in increasing volume.
Why has this not happened yet? What are the objections?
- Tradition
SaaS for call center activities is still relatively new. Users are slow to move out of their comfort zone, even if the commercial case is overwhelming. - Security
If I am using the same service as Company B, what is to stop them looking at my sensitive, personal data?
Software on demand with integral, well-engineered multi-tenancy will have no problems with complete brick-wall separation. And the increasing popularity of virtualisation reflects an understanding of the separation benefits it can bring. - Scalability
Can my call center service provider still provide a great service when demand is high?
This problem is often repeated in the news when websites crash due to ‘unexpected demand’. Users need a service that delivers no matter what the demand – that is just as reliable, no matter what happens (e.g. a Dyson vacuum-cleaner, no loss of suction) - Customisability
I want a service that is tailored to my needs, not one-size-fits-all.
The user needs the ability to customise the service they receive in whichever way suits them, and which does not affect any other user of the service.
Many hosted call center providers offer services that overcome these objections right now. The time is coming when broad understanding of that fact will spread and we will see the take up of hosted call center services in the cloud become the norm, and massive up-front investment in onsite Capex become a thing of the past.
What We Offer
Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.
All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.
Flexible Contact Center Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
-
Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
-
Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
-
Contact Center Platform – Enterprise
High performance platform to drive contact center productivity – cloud, on-premise or hybrid
Blended Media Desktop
Fully customisable, multi-channel, multi-session workspace
Work Anywhere
Browser-based tools, no software installation required
Customise, Localise, White Label
Design all user interfaces to individual requirements
Integration via APIs
‘Swap out’ components and integrate with 3rd party apps
World Class Development
Continuous evolution pushing technical boundaries
Capabilities
Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.
All Media Channels
Voice, chat, email, social, etc – fully integrated and blended
Agent Multi-Tasking
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
Predictive Dialing
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
Agent Scripts
Help agents achieve and maintain excellence
Voice and Screen Recording
See and hear exactly how agents are interacting
Analytics and Data Feeds
Measure and evaluate performance at every level
IVR, Bots & Conversational AI
Design effective automated flows or integrate with 3rd party providers
Customer Journey Tracking
Stored customer contact history, to aid routing and add context to conversations
Modules
Drive operational efficiency, increase customer satisfaction & improve agent performance
Softdial One™
Highly flexible unified web UI for agents, supervisors and administrators
Softdial Scripter™
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
Softdial Pathfinder™
Precise routing rules for ‘best available’ connection
Softdial Media Server™
Core telephony functions to manage all inbound/outbound SIP calls
Softdial Reporter™ 5
Fully customisable performance stats, charts and reports, across all channels
Softdial Publisher™
Comprehensive data output to build your own reports
Softdial Recording Monitor™
Audio and screen recording of agent activity to ensure the highest standards
Softdial Campaign Manager™
Automation to optimise any outreach strategy
Softdial Repository™
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Solutions
Performance and efficiency for a wide range of business applications
By Business Type
Enterprise
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
By Industry
Customer Service
Connect quickly to well equipped agents
Market Research
Best-of-breed predictive dialing with CATI integration
Debt Collection
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Healthcare
Secure, highly-configurable multichannel communications for excellence in patient care