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:
- Stop upgrading and maintaining your legacy system. You are paying for your past, not investing in the future.
- 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.
- 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.
- 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).
- 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) – 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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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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
Optimise agent usage and balance workloads in real-time without human intervention, 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
Debt Collection
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