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

    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