Navigating the Evolving CCaaS Landscape: 3 Considerations

January, 2024

A candid examination by our CEO, Michael McKinlay, of some of the challenges and opportunities that lie ahead in the realm of Contact Center as a Service (CCaaS) in 2024

Challenges in the 2024 CCaaS Landscape

New year, new reflections. In our case, it’s a candid examination of some of the challenges and opportunities that lie ahead in the realm of Contact Center as a Service (CCaaS).

As the CCaaS landscape evolves, so does the demand for robust solutions that not only meet immediate needs but also stand the test of time.

Below are 3 important considerations when navigating this evolving CCaaS landscape in 2024.

Navigating the Evolving CCaaS Landscape: 3 Considerations

1. The CCaaS Conundrum: Look Beyond the Marketing Hype

Do you remember when ‘omnichannel’ was The New Thing? Many vendors claimed greatness without the substance to back them up. Even today, many systems have connectors into siloed digital channels and are not properly joined up.

So it is again with CCaaS. We see many claims to being the ultimate solution. But as the industry continues to evolve, it’s ever more crucial to delve deeper and ask the right questions.

If you’re contemplating a switch to CCaaS, consider these three key questions to ensure you’re on the right track:

  1. Tenant Separation: Is each organisation fully separated from others on the system? This is essential so that each tenant can have a customization and upgrade path specially tailored to their needs, and entirely unaffected by other tenants
  2. Scalability: Can new tenants be up and running quickly? Can cloud capacity for each organisation be adjusted seamlessly with no downtime?
  3. Integration: Integration APIs using HTTPS or secure WebSockets are fine but you will still have issues of data or media sovereignty, legacy processes and systems that must be tied in to your new cloud contact center service. Does your provider have the ability to deliver integration hooks and tools for your legacy needs using a Zero Trust Network Access (ZTNA) approach? (Hint: if they just offer a VPN connection, you should not be betting your business on them!)

A resounding ‘Yes!’ to these questions ensures a solid foundation for your CCaaS journey.

2. Inbound Automation: Rethinking Efficiency

Automation is not just a buzzword; it’s a necessity. To optimise customer service and reduce operational costs, you need a paradigm shift from manual intervention to full automation.

In order to maintain service levels, do you have supervisors running around making sure (or rather attempting to make sure) that all customer sessions are getting to the best-match agents with minimal delay? They probably have a plethora of tools to help them do this. But this is not automation, despite how it may be portrayed.

True automation involves your CCaaS product performing agent resource allocation and service level management on the fly with no intervention, liberating supervisors to focus on strategic initiatives. To achieve this, the system must have access to agent skills and target service levels for all queues. While resistance may emerge (especially from vendors emphasizing their toolboxes for supervisors), the efficacy of a truly automated system speaks for itself.

Curious? Allow us to demonstrate the difference.

3. Outbound Automation: The Compliance Dilemma

One of the buzzwords for outbound is compliance. But what does compliance really mean in this context? It’s not just about avoiding dialing proscribed numbers; it’s also about how the contact is made, e.g. dialing within the US in accordance with the FTC Sales Rule (and frankly this is the type of compliance that most dialers struggle with).

When assessing an automated dialer claiming to be ‘compliant’, ask questions and understand the nuances.

Does the vendor equip you with tools to set up the product so that you won’t dial a number that is proscribed? Or are you being given the tools to navigate the compliance landscape yourself? Or does their use of ‘compliant’ mean something quite different?

For more on this, read up about Sytel Global Compliance™ and the Sytel AI Dialer™.

As you navigate the complexities of the CCaaS landscape and inbound/outbound automation for in the coming year, remember that success is found in looking beyond the marketing allure, in the deep examination of the features that truly matter to your business. At Sytel, we’re committed to helping you make informed choices for a prosperous year ahead.

 Interested in knowing more or booking in a demo? Then just talk to us.

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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    CCaaS for subscribers – global service​, with no upfront costs

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    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


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


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


Performance and efficiency for a wide range of business applications

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A full featured contact center software solution, designed for optimum performance at scale

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Connect quickly to well equipped agents

Market Research

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