Designing for the Cloud – Challenge #3 – Ease and Speed of Troubleshooting

April, 2020

How to make management of a functionally rich cloud contact center platform… well, manageable

In this next instalment of our Designing for the Cloud series, we look at how to make management of a functionally rich cloud contact center platform… well, manageable.

For the landlord of such a system (usually a service provider), when things go wrong, 99 times out of 100 the issue is related to environment, e.g. carrier, network, database issues.

How do we know this?

Because Sytel’s support team has been providing technical support to datacenter-hosted and cloud-hosted service providers for almost 20 years now and have built up a pretty good understanding of the challenges service providers face when trying to troubleshoot end-user problems.

Speed is of the essence

In order to find a resolution, someone has to come quickly to an understanding of the problem. Speed is of the essence. A customer might be forgiving of a preferred carrier outage if this is rectified in minutes by a temporary alternate route, but taking hours to resolve is not an option.

Coming to an understanding of the problem usually requires looking at log files from various sources. This would normally involve access to the operating system console, but in the case of a distributed system, locating the right logs on the right server can eat up precious time. And this approach comes with considerable security and fraud prevention concerns.

Reducing resolution time

So, the key to reducing resolution time is to eradicate this need for console access for managing the platform day-to-day. Sytel achieves this by having a consistent scheme for logging for all services, and by funnelling web server, media server and database server logging into the same infrastructure, providing a single, web-based point of access to all log information.

For a landlord with a customer who has a specific agent with problems, this consolidated logging and log browser enables them to map activity across all services for a specific agent over a time period, and then expand to see context. And this extends to all resources within the contact center – media sessions, queues, campaigns, routing decisions.

Security

Security is maintained by:

1. providing authentication-based access to log data using HTTP over SSL, and

2. running the service for each tenant as well as a landlord instance to ensure scale and tenant data separation.

Using this toolset, troubleshooting can be done exceptionally quickly, allowing the problem to be swiftly rectified, or asking the end user to take the necessary corrective action.

For more information about how our products are designed for the cloud, just talk to us.

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