Moving to the Cloud – 5 Features You Should Expect

August, 2019

There has never been a better time to move a contact center to the cloud. But not all cloud contact center platforms are created equal. Here are 5 features you should expect from your solution.

The public cloud is part of everyday life these days. Most of our personal communication – emails, voice and video calls, messaging, etc – uses it. Even our documents are stored on virtual drives. Despite this, a substantial number of contact centers still resist the move to the cloud.

Why?

Reasons we hear include:

  • “Cloud solutions lack basic features.”
  • “Voice quality is unreliable.”
  • “Integration, when it’s even possible, is painful.”

Here’s the problem: many benefits that were claimed some years ago were found in practice to be hype. But these benefits are now demonstrable reality, and organisations are missing out on an array of opportunities that cloud-based contact brings.

Many latest generation cloud contact center platforms are robust and mature, offering multi-channel and multi-session capabilities, and the opportunity to integrate best-of-breed solutions easily. These facilities remove many of the limitations of traditional on-premise solutions and greatly enhance both the customer and the agent experience. There has never been a better time to move a contact center to the cloud.

Features to look out for

But not all cloud contact center platforms are created equal. When considering a move, look carefully at the capabilities on offer.

Here are 5 features you should expect from your solution:

1. Full functionality

A cloud contact center platform should offer the same full range of functionality as an on-premise solution, e.g. inbound, outbound and blending capabilities across all channels (including email), multi-session handling for agents, a comprehensive reporting system, and connectors for messaging.

Most importantly, all these should be delivered in a single, unified platform rather than as disparate, bolted-together components.

2. Scalability

In the cloud, you should expect to be able to scale seamlessly from 10 to say 500 seats, and drop back to 60 at any moment. No fuss, no downtime. And you should be able to add and remove tenants instantly, via a centrally-controlled multi-tenancy model.

3. Open web APIs

A cloud platform should offer full and open 3rd party web APIs. This is key to the successful integration of 3rd party business workflow systems, such as CRMs or ERPs.

4. Designed for the cloud

Unlike early migration models, where vendors just tried to host traditional systems in virtual machines, a cloud platform should be designed from the ground up for cloud environments.

Media sessions – voice, messaging, email, SMS or any type that emerges in the future – should share the same properties, so they can be routed and dequeued in exactly the same way by a mulitmedia ACD, keeping agents busy and queue times low.

APIs should anticipate the fact that systems can and will fail and will do so in an unpredictable way.

Designing for instability is key to the success of a cloud system.

5. Easy addition of new technology

If a new technology is to be added, e.g. speech analytics, an AI chatbot or support for a new media channel, a cloud platform should offer a connector to allow you to start using it, without the need to add equipment.

Other advantages of the cloud

Whatever the platform, moving to the cloud brings other advantages. All the power and convenience of the Internet is available, enabling use of local and remote agents, global access and supervision, reduced IT and telephony costs, and the ability to forecast service rental costs.

And having no more responsibility for servers, PBX, or hardware components that can fail, your only concerns are your workstations and your internet connection.

With all these points in mind, and given the wide range of cloud contact center solutions on offer, the key for a successful move to the cloud is choosing the right technology partner.

For more information about Sytel’s products just talk to us.

See also …

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 Types

All Media Types

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

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

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