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) - 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 Platform

Softdial Contact Center™ - tightly integrated modules, 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

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 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

Automated, ‘best available’ decisions to manage agents and balance work load, 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

Modules

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

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

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

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

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