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.
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:
- 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
- Scalability: Can new tenants be up and running quickly? Can cloud capacity for each organisation be adjusted seamlessly with no downtime?
- 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?
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.
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
Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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
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
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
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
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
Highly flexible unified web UI for agents, supervisors and administrators
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
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
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
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
By Business Type
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
Connect quickly to well equipped agents
Best-of-breed predictive dialing with CATI integration
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Secure, highly-configurable multichannel communications for excellence in patient care