Considerations In The Cloud

June, 2016

The cloud has created a revolution in the way applications are provided to businesses both large and small.

The cloud has created a revolution in the way applications are provided to businesses both large and small.

It’s easy to forget how far we have come in such a short time. A company of any size can now begin to use a highly scalable, robust application that can be accessed from anywhere in just a few minutes. Once they have begun to use it they will not need to worry about upgrades to get new features or maintenance of the back-end infrastructure, applications are available on-tap and for the most part they just work.

However, this is something of a ‘one-size-fits-all’ approach and there are disadvantages to this. When buying a cloud service you will get a range of features that the provider thinks all their users need, but not necessarily the features you need. When it comes to adding custom features you are at the mercy of product managers who typically say, “no-one else wants it so we won’t do it”. Likewise, when it comes to getting rid of certain features that you don’t use or don’t want, you may not be able to; the product is provided ‘as-is’. And when it comes to certain cloud-related challenges such as the legal limitations on where data can be stored you may fall foul of your country’s legislation and find that you are not compliant.

So, the challenge is in how to strike the right balance between the scale, reliability and ease of use of a cloud solution and the desire to have custom features that give you the flexibility your business needs?

Well software is software, and underlying these shiny exteriors with their attractive user interfaces and occasional alarming colour schemes are applications that perform the tasks that contact centers need such as distributing phone calls, managing agents, reporting etc. and those applications can sit anywhere.

Many companies will consider making use of the impressive scale and reliability that is provided by companies such as Amazon AWS and Microsoft Azure whilst retaining control of the nuts and bolts of their contact centre software. They are buying software but putting it into the cloud rather than buying a cloud service directly. With this approach there is:

  • freedom regarding geographical location and technology platform
  • opportunity to have feature sets that can be defined and interfaces that can be customised to suit specific needs
  • no need to pay for features that are not in use

There are many definitions of The Cloud. Spending time understanding what The Cloud means to you and how you can get major benefits whilst retaining the flexibility that gives your business the competitive edge is a good strategy to employ.

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