Designing for the Cloud – 6 Major Challenges

October, 2019

Developing a feature-rich contact center platform for the cloud has its challenges! At Sytel, our journey has taught us a lot - from dialer/ ACD vendor through contact center hosting technology supplier to OEM supplier of multimedia cloud contact center platforms.

The challenges of environment, functionality and scale have required us at Sytel, not simply to extend, but rather to look to new designs.

There is an orthodox approach to development for the cloud, which in contact center terms translates to limited functionality. At Sytel we’ve spent years designing our way around this challenge! In the coming months we will discuss how we do this. First, here’s a quick summary of the key challenges to whet your appetite:

  • Extensibility

    Every customer of a cloud platform brings a different set of business intelligence to bear on agent selection, routing, outbound inventory practice, reporting metrics, etc. How do you provide a framework for this that is easy to configure and mitigates the effects of misconfiguration?

    Read the article >>

  • Ease of provisioning

    Activities such as:

    • provisioning a large contact center stack
    • changing carrier interconnects, dial and routing plan across a distributed telephony stack
    • adding new resources to an existing stack
    • adding and configuring a new tenant

    …should be made simpler through the right choice of infrastructure and orchestration framework.

    Read the article >>

  • Ease and speed of troubleshooting

    If you need to use the server console to configure and manage your contact center estate, that’s a problem. It’s easy enough to have a web-based tenant UI, but it is a different scale of challenge to provide a fully web-based landlord UI. But without this, scaling beyond 1000 agents requires costly management processes.

    Read the article >>

  • Footprint cost

    How much of your stack has to be deployed on dedicated computing resources? Streamed media processing is a given, as is legacy SQL storage, but everything else should be architected for elastic computing. If not, those AWS/Azure bills will ravage your profit margins.

    Read the article >>

  • Scale vs. complexity

    Consider this dichotomy:

    • In order to make software components deliver at scale the information dependencies between them must be minimised, or nothing would happen in timely fashion.
    • But this then limits the ability of a platform to solve complex problems of resource allocation, such as load-balancing across ACD queues for service level adherence and blending.

    Solving this problem is the holy grail of cloud contact center design.

    Read the article >>

  • Troubleshooting

    The universal law of communications is that things go wrong. Apart from making sure the platform is robust when dealing with environmental failures, how easy is it to get to the root cause of problems quickly, without having to call on support from the technology provider?

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


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


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


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