5 Operational Benefits of the CCaaS Subscription Model

November, 2022

Considering moving to CCaaS? We look at the operational benefits of the CCaaS subscription model and how moving can set you up for the future...

Benefits of the CCaaS Subscription Model

In our previous blog we outlined the business case for CCaaS migration. And with the right provider for your business, it’s a no-brainer. There are some more fundamental reasons why you should consider the move related to improving how your business operates:

5 Operational Benefits of the CCaaS Subscription Model

1. BEING ABLE TO DO BETTER IN SMALLER OPERATIONS

The CCaaS commercial model brings enterprise-level functionality to smaller operations who were historically priced out of access to advanced functionality. As long as your chosen provider has a proper enterprise-grade offer you can gain the technology advantage that a 1000-seat contact center might have with as little as 50 agent positions.

2. MODERN AND PROFITABLE SOPs

If you have a legacy ACD/dialer, your standard operating practice (SOP) is going to be predicated on the capabilities and limitations of your current platform. Frankly, what worked for a siloed operation 10 or 20 years ago, won’t work in a multichannel operation or an operation that seeks to maximise utilisation for skilled and expensive human agent resource.

Yes, you will need to operate in a different way when taking on a new contact center solution, but the benefit of working with the best of enterprise cloud ACD today is that the SOPs you develop will work well now as well as in the future.

3. AUTOMATION IS A MANTRA

If you’re deploying enterprise CCaaS, and not a CPaaS service with a basic ACD bolted on, automation is a key component of the solution. Consider service level management. With a legacy ACD you’re likely to have either limited or no real-time automation of service level management, meaning this is a supervisor task.

An enterprise-grade cloud ACD has to have service level management built in to the ACD machinery. Like with predictive dialing, intelligent machinery can do a far better job than a supervisor can do through manual intervention. This frees supervisors to spend time on improving call quality, coaching and other things that lead to qualitative improvements.

With a robust enterprise CCaaS solution you should expect it to automate the following types of activities:
 

  • Multisession behaviours – some agents can handle many chat sessions, some are better with a few. Chat workloads differ depending on the service being offered. Management of this should be automated.
  • Blending inbound and outbound workloads – the multisession landscape makes this more-or-less impossible for supervisors to manage effectively. It needs automation.
  • Peak load management – it doesn’t matter how effective your workload planning is. There will always be peak loads that exceed your staffing capacity. A mature operation will have strategies to manage this, but how do make the decision to turn queue-busting on or off? It isn’t enough to do this with X callers in queue. The decision is predicated on what workforce and skills you have available at the time, other workloads on other queues and a host of other factors including what you do as part of your queue-busting strategy. Best results only come through automation.

4. NEW CHANNELS DONE RIGHT

Multichannel operation has been around for some years, but as many users know, servicing through different channels requires a multi-faceted approach to service, which technology sometimes limits. By working with the best of CCaaS platforms you will have the tools to be able to do the best job possible servicing all of your supported customer channels.

5. NEW WAYS OF SCALING

With a cloud service you can scale up and down on demand. This is obvious. What is less obvious is that with the right sort of cloud contact center service, you can be more inventive in how you scale. Enterprise customers may, for example, engage BPOs for campaigns or overflow work, and have the BPO agents work within the enterprise platform. This makes for better management and better outcomes when using outsourced contact center labour.

There is a great deal of potential upside to CCaaS migration, outside of the immediate bottom line. It does mean though that you have to take a long hard look at how your CCaaS provider can help you address your BPR needs.

Get started by checking out Softdial Cloud – Sytel’s enterprise-grade CCaaS subscription solution. To book in a demo, just talk to us

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