Unified Communications In The Contact Center – Part Two

March, 2010

The contact center industry should be asking its UC vendor community for detail on how their technology can provide solutions to challenges specific to the contact center.

In order to get to grips with the detail of unified communications in the contact center, we need to look beyond the marketing hype.

The question when assessing unified communications has moved beyond ‘find me a vendor that delivers feature X’ to ‘find me a solution that integrates with our legacy infrastructure, enables easy collaboration, and connects customers to our potentially farflung workforce in the manner and at the time convenient for them.’

To aid the assessment, the contact center industry should be asking its UC vendor community for detail on how their technology can provide solutions to challenges, such as those above, specific to the contact center.

In our view, the key challenge facing contact centers today is to be able to deliver new contact channels quickly and effectively without having to make lots of technology changes, or integrate disparate systems. This requirement is driven by customer demand, and legacy telephony architectures just won’t deliver.

So perhaps the first question to ask your vendor in these uncertain times is:

  1. Can they deliver a UC-capable call center platform without impacting your cash-flow and overall costs of ownership?If you are convinced by the resounding affirmative answer(!) to question 1, here are a few more to try:
  2. Can all media types supported by a contact center platform be managed within a single task queueing framework? This is essential for managing workload across different media types and for reporting / accounting.
  3. Can presence management be used to contain agents and enforce a mode of operation, rather than provide ballooning contact ‘possibilities’?
  4. Is queue management and traffic prioritisation media-agnostic? For example, can the platform blend seamlessly and automatically between outbound voice, inbound chat and incoming e-mail processes?
  5. Does the agent application framework allow the different media types to be processed with some common standards for session management and look-and-feel?
  6. Is the contact center platform, and the application framework able to support the behaviour of different types of media? For example, a contact center agent should not as a rule be dealing with more than one voice call at once, but may be able to manage several chat sessions in parallel.Finally, let’s not forget:
  7. Contact centers are used to having to adopt new media types for their clients’ business programs. Ask your vendor how their platform enables quick and easy integration of new media types (without incessant upgrades, risk and cost).

Read part one of this two part blog here >>

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


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


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


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