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) – 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


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


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


Performance and efficiency for a wide range of business applications

By Business Type


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


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