VoIP – Hosted AND Premise-Based?

January, 2010

If current trends are anything to go by, premise-based installations are losing favour and we are headed for hosted and cloud-based nirvana. But do current trends provide a reliable forecast?
Maturity in VoIP infrastructure and technology in recent years has brought us a long way down the road to true voice and data convergence. As a result, if current trends in applications and increasingly data storage are anything to go by, premise-based installations are losing favour and we are headed for hosted and cloud-based nirvana. But do current trends provide a reliable forecast?

Looking around, we see that the substance of the ‘premise vs. hosted’ debate has shifted. Users no longer ask whether the hosted VoIP model will work. Technology that enables voice and data convergence is here. It works. Period.

We are reminded of the evolution of the debate over offshore versus domestic outsourcing: it became apparent that the two were not mutually exclusive and that the solution was often a mix of both according to particular circumstances, and ‘right-shoring’ emerged. This is now mirrored in the ‘premise vs. hosted’ debate. Again it has become apparent that they are not mutually exclusive and therefore a hybrid mix of the two is often the right answer.

We have moved into a new phase – ‘premise AND hosted’ (‘right-hosting’, anyone?) – which asks exactly which elements of a VoIP deployment should sit in the cloud and which should be premise-based. We vendors should offer as much assistance as possible to potential users in coming to the appropriate ‘right-hosting’ mix because the answers are often not clear cut. Decision makers often have different viewpoints in areas of security, quality and customer satisfaction which give rise to strong opinions on the method of storage and access to applications.

For example, customers without advanced infrastructure or technical staff might use hosted servers for both applications and storage. But users dealing with sensitive customer information may not trust hosted storage, and see the premise-based model as delivering the best possible quality for customer communication.

It seems that, for the time being at least, VoIP deployments will employ a mixture of cloud- and premise-based elements, with hosting often being employed to complement rather than replace premise-based systems, e.g. immediate failover to a hosted platform if the inhouse system goes down, or overflow to hosted when extra capacity is needed.

But vendors need some humility, too. Expect convergence to favour a hosted model, but don’t be surprised if as a result of human & other factors, purely premise-based systems continue to have a healthy life.

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

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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

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    Smart rules and ‘best-available’ decisions to drive great customer service

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  • 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

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