With digital channels no longer optional, the traditional ACD, which solely manages the distribution of voice calls to agents, is officially redundant. Sytel's Automatic Session Distributer (ASD®) is the powerful replacement...
A guide to choosing CCaaS for enterprise that delivers performance at scale
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'
In today’s complicated multimedia and multisession landscape, the execution of your outreach strategy needs an intelligent, automated approach.
It used to be that the ACD did one job; distributing calls in queues to agents. As the contact center industry evolved, so did the job of the ACD. All these things have had an impact...
Supervisors are slowly moving away from manual management of technology and adapting their skills to become Team Leaders, focusing on customer service and agent efficiency.
As we move into 2021 and the contact center world gets to grip with the realities of a home-based workforce and the changing nature of customer contact, here are a few ideas that should be thought of as belonging to the same era as the cassette tape and the Motorola Carphone/brick...
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.
In this mega blog, we are going to look at omnichannel's health and relevance. And if it is in a mortal state, what comes next and what does it mean for great customer journeys and contact center performance?
Omnichannel first showed its face when software vendors for contact centers started deploying digital channels such as chat and email. But then, as now, most systems are siloed. There is a serious issue here, about how IT systems are engineered and deployed to support all media channels.
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.