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) - 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