Designing for the Cloud – Challenge #2 – Ease of Provisioning

February, 2020

SIP infrastructure for a cloud service provider is multi-faceted and its key functionality is complex, but Sytel enables service providers to grow their stack without pain.

In part three of our blog series on the 6 major challenges of designing contact center technology for the cloud, we focus on the challenge of making the provisioning of infrastructure easy.

SIP infrastructure for a cloud service provider is multi-faceted – with clusters of media servers, Session Border Controllers (SBCs), WebRTC gateways, etc. – and its key functionality is complex, making provisioning an often painful process. Consider that…

  • the media servers (assuming a mature contact center stack) will provide full B2BUA functionality – end-to-end call management, network interworking, hiding of private addresses, etc. This means that clustering is a whole lot more complex than just running N+1 instances of the media server.
  • each media server must be configured
    • to accept bridging calls from other media servers in the cluster
    • for calls entering and exiting the network, for all network edge devices/services
  • each network edge service needs
    • configuration for carriers
    • dynamic configuration for WebRTC endpoints
  • SIP infrastructure services also require uncontested access to resource, so VMs need to be pinned.
Hand-rolling all this config is laborious and prone to error.

Sytel’s approach to provisioning is to utilise our own orchestration infrastructure, making it possible for service providers to grow their stack without this pain. This works with plain vanilla VMs, AMIs (Amazon Machine Images) or Microsoft Azure Windows VMs that have been prepared by automatically deploying and configuring both tenant application services and media services.

It allows service providers to, for example,

  • increase the capacity of a media server cluster
  • add new edge gateways without manual configuration

Tenant configuration, similarly, allows new tenants to be provisioned using either shared or exclusive estate, and without landlord administrators ever having to resort to using an operating system console.

A key benefit of doing your own orchestration is savings in the total cost of platform ownership, as:

  1. it has a smaller overall footprint, by avoiding the indirection overhead of standard orchestration tools and containers
  2. more importantly, it gives rise to load-based scheduling of media services.

Consider this example:

A service provider may have peak load of, say, 10,000 media server channels. In the Sytel stack, this equates to 11 media servers and 6 edge gateways in a redundant configuration. If these are run 24×7 (as in a typical infrastructure) you are paying for 17 dedicated VMs running full-time.

With Sytel’s provisioning model, servers can be brought online only when there is demand, meaning that for large parts of the day, only the minimum redundant configuration of 4 servers will be required.

This typically equates to a 60% reduction in compute cost over running the full capacity of the media services 24*7.

Having a sophisticated provisioning mechanism saves time, effort and outlay too. To learn more, just contact Sytel.

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