Cloud Contact Center Solutions – Early Innovation

September, 2018

The concept of a contact center in the cloud is great, however reality shows there are some real challenges associated with this.
Cloud is sometimes touted as the panacea for all known corporate IT ills. Reduce in-house infrastructure costs; only pay for what you use; take advantage of redundant infrastructure without location costs. What’s not to love?

If you’ve ever deployed a contact center solution in the cloud you might have a different view. The concept is great, but in contact center space, there are some real challenges. Let’s consider the two most common approaches..

New Entrants: You take a simple service from a dedicated cloud telephony service provider and try to add all the bits you need to make a fully functioning contact center.

Legacy Transformation: Take a ‘cloud’ offering from an established vendor and try to make it fit your business.

Both these approaches have their drawbacks, and here is why:

New Entrants tend to offer simple baseline functionality as by keeping the ACD model simple and stateless, in keeping with sound cloud philosophy, it facilitates scale and reliability. But what follows then is a need to buy-in and integrate with a range of third-party cloud components in order to provide an effective solution. This requires remarkable technical dexterity and a control on costs which are more than challenging. You’ll get a product that works after a fashion but whether you can control your costs so as to sell at a reasonable price are debatable. Some of the early hosted offerings that have bitten the dust, have failed for just these reasons.

The Legacy approach potentially gives you a functionally rich contact center solution but it too comes at a price. Established vendors generally package their existing product for cloud, meaning large VMs using dedicated resources, high operating costs and no linear scaling. Add to this the need to integrate the platform to your business and the costs start to look ugly.

The question one has to ask is: can you get a cloud contact center solution that delivers rich multisession ACD functionality, media integration for chat, email and other channels without integration effort? Moreover, can such a solution work effectively with cloud computing models to ensure that infrastructure costs are minimised?

There are no short cuts to an efficient affordable cloud solution for contact centres. Next month we will share our approach with you, which tackles these challenges head-on.

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

Flexible Contact Center Platform

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

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

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

All Media Types

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

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

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

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™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

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

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app