Hosted Architecture

October, 2015

Hosted architecture options for contact centers appear to be currently divided between either multi-instance or multi-tenant. But things are changing.

Hosted architecture options for contact centers appear to be divided between either multi-instance or multi-tenant:

  • Multi-instance is where multiple customers run their own separate instance of applications and operating system on their own separate virtual machine, but the hardware is being used by other customers.
  • Multi-tenant has several customers all using the same instance of the applications and operating systems on the same hardware.

As you’d expect; each has their strengths and weaknesses. The multi-instance version enjoys greater security as it is partitioned off from the other tenants using that service provider. Any problems experienced by another tenant should therefore stay isolated. Likewise, updates can be performed at times more suitable for the tenant rather than having to fit in to a grand schedule that updates everyone at the same time. However, there are likely to be cost implications due to the extensive hardware required to accommodate the multi-instance format and the increased operational costs associated with it.

On the other hand, the multi-tenant version can be less expensive due to the sharing of hardware and reduced resource required to perform updates and overall contract management. But all tenants would have to take updates at the same time and be subject to outages as hardware improvements and scaling required. Customers need to think long and hard as to whether this reduced cost is justifiable. For many, it is. But for some, the risk of possible security breaches and the disruption for their end customers, is not worth even a minute of consideration.

However, a different architecture is emerging; one that is modular and uses services that are small and focus on doing small tasks only. This type of architecture makes replacing any service simple and localised without impacting or disrupting the larger environment. This new ‘micro-services’ architecture will provide resilience against server and network node failure, thereby providing customers with a truly cloud-hosted contact center solution. If you want to know more drop us an email.

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 Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • 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

Automated, ‘best available’ decisions to manage agents and balance work load, 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

Small/ Medium Business

Options for SMEs 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

Collections

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