Cloud Contact Center Solutions – A Maturing Market

October, 2018

A fully functioning cloud contact center requires not only having the correct architecture but also services designed to best use the computing resources delivered by cloud providers.

We have put many man years of effort in reengineering to meet the challenges of the cloud.  Here are some of those challenges.

  • Failure-proof protocols.  A distributed system requires core protocols where everything is a request rather than a command, and services which handle the failure case and timeouts as a normal operation.  In addition, transport failure is to be expected, so the protocol needs to be transport-independent and implement queueing and session recovery.
  • Dynamic provisioning of application and media services.  In order to deploy to cloud and scale out, you cannot have an approach of manually deploying services to specific hosts.  You need an architecture that delivers automatic deployment of services across your VM estate and does so knowing how to load-balance but also minimise network footprint.
  • Automatic failover and recovery for I/O operations.  Usually when people talk about failover they consider service and server-level failure.  However most operational failures when operating at scale are related to I/O.  Database services (even those on bare-metal servers) get overloaded and drop sessions. Sytel’s service design provides I/O recovery and database rollforward as standard.
  • Centralised logging.  If you have dynamically-deployed services you need to centralise service logging so that when service degrades (usually because of external factors) this can be identified and corrected quickly.  A design that supports this can also take advantage of low-cost storage services provided by cloud providers.

The astute reader will note that the list above does not include any mention of microservices and service orchestration.  These are all necessary to achieve linear scaling and reliability for the cloud in general, but Cloud Contact Center has some unique challenges which orthodox designs for cloud cannot overcome.

The ACD, or in Sytel’s case, ASD (Automatic Session Distributor) engine has to be stateful in order to make real-time decisions concerning large amounts of resource.  Consider the fact that an ASD has to load-balance in real-time across a series of queues, and that with a true ASD this load-balancing is multidimensional.  It is not possible to retrieve all this information from a persistent store in order to make decisions about dequeuing sessions to agents many times per second.

Solving this realtime problem for the cloud, requires a different approach to the traditional cloud design for eliminating single points of failure.  We will discuss this in a later topic.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or 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 Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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 Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent 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

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • 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™

    Best-of-breed predictive dialing 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™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app