Scripting For The Grown-Up Cloud Contact Center

March, 2018

This blog includes a shopping list of requirements that is applicable to both on premise and cloud solutions.
We are getting technical again this month, but no apologies – this blog gets to the heart of some key business issues facing all users of contact center systems.

As contact center cloud offerings expand, customers are being given toolsets that allow them to script their cloud contact center behaviour, or so it may seem.

The leading cloud providers have to offer lowest-common-denominator functionality in order to make their cloud offerings simple enough to work at scale.

This creates a landscape where it is very easy to throw together a simple solution for a contact center project, but means that modelling real-world contact center flows using this sort of tool requires a lot of additional integration effort.  Good for the cloud providers who create ‘stickiness’ for their customers by forcing investment in integration, but not so good for contact center operators who need to model detailed business processes for corporate end-users, and do so quickly in order to secure projects and turn a profit.

Scripting requirements for customers, beyond mom and pop shops, is the same whether on premise or in the cloud.  Here is our shopping list of requirements:

  • One application for all workflows; voice, dialog tree for bots, IVR, session routing.
  • Extensibility.  The scripting framework should allow you to build your own re-usable building blocks.
  • Reuse.  Is the framework set up to enable discrete chunks of logic/UI/service interaction script to be packaged for reuse?
  • Easy break out to a programming language (eg Python, JavaScript, C#).  Yes you can produce a text parser to strip out keywords/account numbers using a drag-and-drop visual programming tool; if you have programming talent who can write these things as reusable code you should probably use this rather than build messy scripts.
  • Clean and secure deployment of scripts, library code and dependencies, with versioning.  When you have rich scripting, deployment requires more than sending a script document to the server.  The deploy mechanism needs to do logic checking to catch errors at deploy time instead of run time, and automatic packaging of dependencies to make the process easy.

And of course all of this has to be properly cloud-deployable.  The framework needs to be simple enough so that business level people can get to grips with scripting, but powerful enough to enable complex workflows to be built quickly.

Cloud vendors will seek lockin with their own simple scripting products.  But users with more complex requirements should also consider richer scripting environments, that will integrate with a variety of cloud offerings.

Never been given this advice before?  Not sure about it?  Feel free to drop us a line at info@sytel.com

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