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

    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