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

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