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

    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