SaaS Cloud Computing And Smart Phones

February, 2011

Most of us use SaaS every hour of the day. If the hosted call center services model follows anything like the trajectory of the mobile/ smart phone model, we can expect large-scale take-up in increasing volume.

This month, we look at the rise of the mobile (cell) phone, and what it can tell us about software-as-a-service (SaaS) and computing in the cloud.

Why are mobile phones so phenomenally popular? Well, not because they allow you to make phone calls. That may have been the original attraction, but that is now far down the list. It is because they allow you instant access to advanced functionality (apps) with great convenience (a hand-held device) and little up front expenditure (monthly contract).

Imagine if you had to purchase all the software & services you needed up front – a browser, access to each social media services you use, a calendar, an email system, etc, etc. Only the most determined corporate users would do it.

So most of us use SaaS every hour of the day. It’s not a revolutionary idea, and if the hosted call center services model follows anything like the trajectory of the mobile/ smart phone model, we can expect large-scale take-up in increasing volume.

Why has this not happened yet? What are the objections?

  • Tradition
    SaaS for call center activities is still relatively new. Users are slow to move out of their comfort zone, even if the commercial case is overwhelming.
  • Security
    If I am using the same service as Company B, what is to stop them looking at my sensitive, personal data?
    Software on demand with integral, well-engineered multi-tenancy will have no problems with complete brick-wall separation. And the increasing popularity of virtualisation reflects an understanding of the separation benefits it can bring.
  • Scalability
    Can my call center service provider still provide a great service when demand is high?
    This problem is often repeated in the news when websites crash due to ‘unexpected demand’. Users need a service that delivers no matter what the demand – that is just as reliable, no matter what happens (e.g. a Dyson vacuum-cleaner, no loss of suction)
  • Customisability
    I want a service that is tailored to my needs, not one-size-fits-all.
    The user needs the ability to customise the service they receive in whichever way suits them, and which does not affect any other user of the service.

Many hosted call center providers offer services that overcome these objections right now. The time is coming when broad understanding of that fact will spread and we will see the take up of hosted call center services in the cloud become the norm, and massive up-front investment in onsite Capex become a thing of the past.

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