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 >>

  • Mitigating Failure

    The universal law of communications is that things go wrong. Every formal signalling protocol has this fact built into its design. But all too often, this doesn’t extend to the rest of the infrastructure that runs the contact center. So… what happens when things break?

Read the article >>

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

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