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….
There are lots of challenges and upsides in moving to cloud-based CCaaS; for both service providers and end users. Here is a checklist of just five must-haves when making the move: some obvious, others less so...
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'
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...
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?
We all know the customer is always right and the expected answer is ‘Heck Yes!’ but frankly, we try to avoid containers like the plague.
How to make management of a functionally rich cloud contact center platform… well, manageable
“Can you get a 200 seat contact center up and working over the weekend?” The call came in late Friday night. “Sure” we said.