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) - 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 Platform

Softdial Contact Center™ - tightly integrated modules, 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

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

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 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

Automated, ‘best available’ decisions to manage agents and balance work load, 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

Modules

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

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

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

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care