In an earlier blog in our ongoing Designing for the Cloud series, we touched on how having your own orchestration model enables you to manage footprint cost by only running as many costly VMs for media processing as you absolutely need.
A cloud-based contact center running the full range of services has many other components that generate large compute and storage demands.
So how does one manage these to minimise footprint cost?
The answer, as ever with Sytel, is software design. Here are our thoughts on the three big costs other than media processing:
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Audit logging
All services need to generate logging for problem tracing and resolution. The overwhelming majority of cases handled by Sytel’s support team involve diagnosing operational problems caused by external factors, e.g.
- network and carrier issues
- ‘unintended consequences’ of ACD configuration
- outbound inventory management
Without logging across all services, we would not be able to make quick diagnosis of such problems.
The easy thing to do is to dump all this information to a file local to the service. This then creates local storage demand; far better to use a standards-based protocol for logging and have just one VM on the server stack require lots of local storage. This saves some cloud cost.
Having the logging service able to abstract away storage and perform buffering and write optimisation then enables bulk storage solutions such as Amazon S3 storage to be used in a cost-effective manner. This saves a lot more than just concentrating file i/o on one host.
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Database
Database services are a big part of the cost equation when deploying a functionally rich contact center. Frankly it doesn’t make a great deal of difference whether you use relational databases or NoSQL storage engines – the database engine is going to use lots of memory, disk, and CPU and this will have to be paid for one way or another.
What you can do is minimise the load and number of services within your architecture that communicate directly with database services. A mature cloud platform implements database proxying so that only a handful of services communicate with the database directly, implementing caching so that multiple services do not end up reading the same data, and pipelining writes to minimise contention and maximise throughput.
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Elastic compute vs pinned resources
Call centers operate in real-time with media servers handling streaming, the ACD making many decisions every second and applications managing the customer, agent and robot dialog. The easiest thing to do is to run everything in a cloud contact center using dedicated resources, so that everything just works. Well, this comes at a cost. A far better approach is to have your core APIs work asynchronously and deal with timeouts by design. This enables most of the contact center application to operate in near-real-time rather than real-time.
Consider an outbound dialer call. This may need to be screened at the point of launch against national and local do-not-call lists, conform to footprint compliance rules and possibly business-specific checks. By having an asynchronous routing API this allows all these services to run using elastic compute resources.
This is just one example; by extending this philosophy to the entirety of the core platform API it is possible to run all line-of-business services using on-demand compute resources rather than ‘always on’ resources.
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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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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
Optimise agent usage and balance workloads in real-time without human intervention, 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
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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
Debt Collection
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