Seven Tips For Hosted Contact Center Success

August, 2010

What makes a successful hosted contact center operation? If you are considering becoming a hosted call center supplier, consider these tips carefully.

For many years Sytel has supplied contact center software to business partners who then offer hosted call center services. But what makes a successful hosting operation? If you are considering becoming a hosted contact center supplier, consider the following carefully.

  1. Understand your chosen verticals. Is hosting actually right for you? (a pretty fundamental question!) Some business scenarios are good for hosting, some are not. Is it aligned with your current/ future business goals? Understand the extent of your target market.
  2. 100% uptime? What is your target uptime percentage? Be realistic with yourself and your customers. Can you manage and upgrade the system remotely and dynamically within normal office hours? If not, can you put systems in place to achieve your target? If you are aiming for 100% uptime, then a full software, hardware and network redundancy model is crucial. Can you offer this?
  3. Unified Communications. If your contact center hosting involves multiple media types, understand that this is more than just ‘application hosting’ or ‘web hosting’. In order to provide simple solutions to the customer, server configurations in the cloud can get pretty sophisticated. Applications must interact seamlessly, and must be able to handle multiple media types simultaneously.
  4. Full feature set. A hosted call center solution should offer all the features of an on-premise solution. Look for depth of functionality. A supplier that does not provide API integration is only offering a limited feature set!
  5. Robust security. For most industries, security of media (data, voice recordings, etc) is essential. Ensure that the SIP trunk service is secure and any media transmission (like chats, emails, SMS, etc.) are encrypted to avoid sniffing by a third party. While creating new tenants on the system, check whether all tenant specific information is protected (you may be violating the end user agreement terms!). This means secure access to tenant specific application configurations and data.
  6. Thorough auditing. Before deployment begins, analyze your target market requirements (e.g. scripting, reporting, campaign management, multi-tenancy). Identify exactly which services you can offer and communicate it clearly to the end-user, both verbally and on paper. For example: You should be able to create new tenants, publish scripts, create dial plans, etc. on the system in real time.And lastly the area of service delivery where many hosted contact center operations fail. Be warned. We call it…
  7. “Room next door” access. With an on-premise solution, you get ‘room-next-door’ access – you can bang on the wall and get Joe next door to add an agent config, add a campaign, change a script, schedule out-of-hours maintenance, etc. Can the hosted call center system offer the same ease of access, on demand, through web interfaces?

Good luck with your hosted contact center endeavours and watch out for more tips on this subject in a future blog.

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