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) - 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 SMBs 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