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), 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