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

    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