A guide to choosing CCaaS for enterprise that delivers performance at scale
Sytel's CTO Garry Pearson shares his extensive contact center software architecting experience in this in-depth article about the challenges of scale facing ACDs in the cloud
In his article for the No Jitter website, Sytel’s CEO Michael McKinlay draws an insightful analogy between buying a house and software acquisition….
Whether you are a CCaaS provider or an end user, the keyword when adopting a contact center software platform with longevity in 2022 and beyond is 'adaptability'
The universal law of communications is that things go wrong. Every formal signalling protocol has this fact built into its design. But all too often, this doesn’t extend to the rest of the infrastructure that runs the contact center. So... what happens when things break?
Designing for scale is the holy grail of cloud contact center design. We take a look at the different approaches to the problem & the Sytel solution.
A cloud-based contact center running the full range of services has many other components that generate large compute and storage demands. So how does one manage these to minimise footprint cost?
How to make management of a functionally rich cloud contact center platform… well, manageable
SIP infrastructure for a cloud service provider is multi-faceted and its key functionality is complex, but Sytel enables service providers to grow their stack without pain.
How do you provide a framework for this that is easy to use and mitigates the effects of misconfiguration and third-party integrations that aren’t 100% reliable?
Developing a feature-rich contact center platform for the cloud has its challenges! At Sytel, our journey has taught us a lot - from dialer/ ACD vendor through contact center hosting technology supplier to OEM supplier of multimedia cloud contact center platforms.
Software suppliers like ourselves often need to practice proactive development; we need to think, plan and act ahead, reaching well beyond expressed market requirements to think through the next best thing(s), that if realised, will lead to delighted customers.