Mapping A Migration To IP

October, 2010

No call center in the world wants to be left out of the multimedia IP revolution. This blog maps a viable and graceful migration path for contact centers heading toward IP.
In our visits around the world recently, we have met many people who say “Yes, the multimedia IP contact center is all very well, but what about our investment in legacy telephony equipment. We just can’t afford to rip it out and replace it.” No call center in the world wants to be left out of the multimedia revolution, but many need a viable and graceful migration path from proprietary protocols & old software that isn’t properly joined up.

Historically, the approach of big telecoms vendors has been to offer customer premises equipment, central office switching, etc, at a substantial discount in order to lock customers into their proprietary world. Then the vendor is free to charge exorbitant amounts for maintenance & upgrades in perpetuity. This has been palatable for most call centers until quite recently, when such hooked centers looked over the fence and saw their neighbours free to romp through the lush green meadows of IP, free to integrate with any service that came their way, able to pick and choose the functionality that was right for them, and they thought “Hang on! Why can’t we do this?”

Contact centers faced with this in countries where investment capital is easier to come by, on the whole have bitten the bullet and gone for ‘rip and replace’. Expensive, but it’s the cost of staying in business. But what about the other guys for whom previous investment is substantial and capex is a big challenge?

Sytel believe that the solution lies in adopting a switching and media platform that interfaces to both legacy telephony systems and ISDN using SIP protocols.

We encourage folk to embrace SIP soft-switching by build a switching core around IP, and migrate away from legacy systems. Follow the Sytel 5 step plan:

  1. Stop upgrading and maintaining your legacy system. You are paying for your past, not investing in the future.
  2. Assess the IP network available to you. Is it robust enough for your projected voice and data needs? Select the right service provider, who is solid and experienced in both TDM and IP and can help you through the migration process.
  3. Investigate how to mediate TDM to SIP locally. Legacy equipment will require TDM-SIP gateways, but the good news is that VoIP gateways will be standard, and therefore cheap and locally available.
  4. Any 3rd party application integration will have had to talk TAPI or TSAPI. This will either need re-coding OR framing in a hosting tool (like Sytel’s Softdial Scripter).
  5. Legacy handsets will be redundant. Softphones will replace them, but migrating to SIP also requires a PC to power a softphone which, if you have been running agent terminals and handsets, will require a little more investment.

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