Data Scaling

September, 2015

Data scaling has its issues for large-scale contact center hosting.

This month is a technical deep dive, with no apologies! The biggest challenge faced by service providers when scaling their systems isn’t voice traffic volume but data scaling. Imagine you are a service provider delivering service to 1000 contact center agents across 20 to 50 tenants and all of these tenants host their data on your database servers. It’s not unusual for some tenants set up inventory management rules that result in the database getting a battering while others define huge schemas and then never do any housekeeping. The list of things that a tenant can do to break a hosted database server is endless!

Running a relational database on a virtual machine (VM) is far from good. Trying to provision a database server VM instance per tenant with the right dimensions is great in theory but bad in practice. Relational databases are optimised for direct file system access. Of course, you can have a VM map directly on to a dedicated disk, but what happens when 20 small tenants each have to have their own disk? Not a practical option.

So that leaves the option of partitioning the database server; running multiple instances of your database server on one host, or multiple schemas, depending on how your database management system does partitioning. Once you have a handle on database partitioning and resource allocation there is then the issue of throughput management.

Your contact center database services ideally need to run a database proxy, in order to serialise database access for high throughput. Remember the days when each agent client would attempt to do a query to find a customer record? 250 client connections making random access lookups against the same table – not good! So, instead, you have an architecture where the database proxy caches customer records to serve up to clients, but also mediates any database lookup requests and pipelines these to the database along with other transactions.

This sort of architecture can deliver huge throughput. However, try doing this for a 1000 agent hosting platform and at some point either the database server(s) will fry or the database proxy service(s) will break as the native database driver struggles to cope. Solving this problem requires a certain amount of cleverness on the part of your technology supplier.

There are 2 aspects to this:

1) In the event that the database is cooked and is temporarily offline, the database proxy must be able to cache transactions and perform roll-forward recovery, or deal with permanent failure gracefully.

2) In the event that the database driver (hosted in-process by the proxy) is cooked, the proxy must be architected in such a way as to be able to recover from a database driver crash without loss of data.

The message is simple; you need to make sure your technology provider has solutions to both these problems if you want to be successful in delivering large-scale contact center hosting.

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