Hosted IP PBX In The Cloud

February, 2013

Why take any contact center service from the cloud? Because you benefit from a high-end feature set without the hassle of purchasing and maintaining the kit. Sounds like a no-brainer, and IP PBX services are no exception.

The advantages of hosted from the cloud are many. Here are Sytel’s top 5:

  1. Low CapEx
    As mentioned above, the cost of buying and the hassle of setting up your own telephony infrastructure is removed. The hosted supplier has already taken this on, and will maintain the kit to a high standard. And this of course is true of any cloud-based/ hosted contact center services.
  2. Value-added services
    A cloud-based IP PBX sits in the middle of a conversation, not at the edge, on the outside looking in. More than just a proxy server directing traffic, it maintains a connection to both caller and callee, and can therefore offer more sophisticated functions. For instance:

     

    • recording the call and storing it in the cloud
    • inserting IVR, text-to-speech or a recorded message into the conversation
    • adding another party to the call (3 party conferencing)
      These features, available in high-end premise-based systems, are also available to SME’s in the cloud.
  3. Single supplier
    If you are taking other contact center services, such as predictive dialing, from a cloud/ hosted service provider, it makes sense to use their IP PBX, too. Again, the advantages are many:

     

    • calls never leave your system, so the entire conversation is visible for reporting
    • integration with surrounding services is seamless
    • billing is simpler (single supplier, single bill)
    • overall cost of ownership is reduced
  4. High availability management
    Keeping services running non-stop requires investment in back-ups for all hardware, software and networks. This can be expensive but any good hosted service provider has already made the investment. Guaranteed uptime with no outlay? No-brainer!
  5. Scalability
    New stations can be added and configured at the drop of a hat. The hosted provider will (should!) always have spare capacity. And when it’s time to cut back, extensions can be decommissioned just as easily. And you only pay for what you use, so there is zero wastage.

As with many other cloud/ hosted services, IP PBX has come of age.

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