Making SIP Your Standard

November, 2014

So SIP is now mainstream. What of the claims about increased flexibility and lower costs? Well, in many cases it has been a no-brainer, but not for everyone.

A typical scenario might be as follows…

Historically you rented expensive TDM circuits which only came in specific sizes and you were no doubt locked in to an expensive proprietary hardware supplier. You quite likely moved to SIP believing in the benefits not available with TDM such as; cheaper calls, easy to scale and location flexibility. But, there are hidden costs and problems associated with SIP that many have suffered from, the majority of which are usually associated with the management of SIP infrastructure. Freedom of choice of phone hardware and applications means that someone has to install and maintain them. When companies add up their costs they can be more than the old TDM regime. Well that’s OK, if you can justify the differences in terms of increased flexibility. For example, the ability to relocate contact center services more quickly from one area to another.

Just as application software and services are disappearing into the cloud, so too has this been happening with SIP infrastructure, albeit at a slower pace. We expect this pace of change to accelerate as users increasingly outsource their telephony issues to the folk who should know best, namely; the service providers.

As with most things, there are a few fundamental points that, if followed, will pave the way to success. For call centers these are:

  • ACD configuration
  • data management
  • network accuracy.

You can control the first two but you put your faith in your service provider for delivering the network accuracy. It is therefore crucial that you apply a well informed approach when selecting your service provider and are not simply swayed by price.

The contract you sign with your service provider should guarantee you the same level of redundancy you received when you used ISDN circuits. Once the service provider is in place, you should maintain your peace of mind by running your own periodic tests. Make test calls during peak loads to ensure you are being provided enough capacity. Also, compare your known and expected responses, when you call specific problem numbers, to those your service provider delivers.

If any of these results fall short, be assertive! Expect improvements or move to a better service provider.

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