Moving to Cloud-Based CCaaS – 5 Must-Haves

April, 2022

There are lots of challenges and upsides in moving to cloud-based CCaaS; for both service providers and end users. Here is a checklist of just five must-haves when making the move: some obvious, others less so...

Moving to cloud-based CCaaS

Contact Center as a Service (CCaaS) continues to be a growing market opportunity. According to this survey, 75% of contact centers asked, plan to move to the cloud by 2023, keen to leverage all the advantages of digital transformation, including full support for home-working and all the rich contact center services expected of an on-premise solution, while integrating new service channels into their operation.

There are lots of challenges and upsides in moving to cloud-based CCaaS; for both service providers and end users. Here is a checklist of just five must-haves when making the move: some obvious, others less so…

Minimal footprint in the public cloud

1. Minimal footprint in the public cloud

Public cloud processing and storage resources can quickly become very expensive. Is the platform optimised for public cloud delivery, keeping footprint to a minimum? And can users upscale and downscale automatically?

Flexible licensing

2. Flexible licensing

Are users required to pay up front before they have generated any income? Look for a pay-as-you-go model, which allows users to grow at the pace that suits them, and only pay for the resources, services and licenses actually used.

If as a user you have agents in different time zones, can you take advantage of a follow-the-sun policy, based on global peak usage?

Fast on-boarding

3. Fast on-boarding

As a service provider, how quickly can you on-board new clients? Is it hours/ days or weeks/ months? Can cloud services be provisioned quickly? The faster you can move, the faster you can generate revenue.

APIs at no extra cost

4. APIs at no extra cost

A one-size-fits-all approach will not suit every end user. The platform must offer ways to extend, customise and connect to other best-of-breed or preferred business applications. This requires access to the right APIs (Application Programming Interfaces) for integration. Are the vendor APIs comprehensive and freely available?

For service providers, this brings opportunities for chargeable added-value. Higher value can be realised by providing everything required under a single contract.

Lo-code/ no-code development

5. Lo-code/ no-code development

Do users have access to lo-code/ no-code tools e.g. for chatbot/ IVR design, agent workflows, database access and reporting. These tools can considerably reduce spending on highly skilled developers and put power in the hands of a wider group of users. And perhaps bring service providers more opportunities for chargeable professional services

Look out for another five must-haves soon! Want to know more? Then talk to us.

You might also like …

Cloud, Multi-Tenant

Scalable, resilient, secure, proven

Integration via APIs

‘Swap out’ components and integrate with 3rd party apps

Partner with Sytel

Taking the power and flexibility of Sytel software to market

Briefing for New CCaaS Partners

Get started with minimal outlays and be offering services to new customers within days rather than weeks

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

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

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

All Media Channels

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

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™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

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

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app