Contact Center as a Service (CCaaS)

A functionally rich and flexible contact center stack in the cloud

What is Contact Center as a Service (CCaaS)?

Contact Center as a Service (CCaaS) delivers all the rich functionality of a premise-based contact center system, but natively in the cloud. Economies of scale allow CCaaS ‘landlord’ partners to offer a fully featured contact center service to smaller ‘tenant’ operations, tailored to their precise needs, at a fraction of the cost of installing a system of their own.

Who are CCaaS Partners?

CCaaS partners typically offer contact center services as an enhancement to or extension of their existing business model. They range from Unified Communications providers to telecoms networks to IT systems integrators.

Contact Center as a Service (CCaaS) example

What are the advantages of CCaaS for landlord partners?

  • A single managed system is more reliable and easier to upgrade than multiple on-premise installations.
  • Expand and contract capacity as required. Pay only for what you use.
  • Integrate, extend and enhance with value-added software and services, enabling increased margins.

What are the advantages of CCaaS for tenant users?

  • No upfront investment in software or hardware
  • No need to hire operational IT staff – setup, maintenance and upgrades are handled by the landlord
  • Pay only for the services you need
  • Fast and easy scalability on demand.

About the Sytel CCaaS Platform

Sytel’s CCaaS platform – Softdial Contact Center™ (SCC) – is an API ecosystem and a suite of applications that is functionally rich and uniquely flexible.

Contact Center as a Service (CCaaS)

Ready to go

SCC is an all-in-one, full-service contact center platform which works out of the box.

Contact Center as a Service (CCaaS)

Seamless scalability

SCC’s linear scaling handles growth without the need to reinstall or change systems.

Contact Center as a Service (CCaaS)

Built for simplicity of deployment

SCC is a mature platform suited to large-scale distributed deployment in the cloud. It can be up and running within a day.

Contact Center as a Service (CCaaS)

Rich and flexible routing

Intelligent routing structures based on customer data, Skills Based Routing or external data for optimum efficiency.

Contact Center as a Service (CCaaS)

Best-of-breed components

SCC’s integrated toolset and Automatic Session Distributor (ASD) model allows resellers to deliver full-scale trials and eases transition to the new platform.

Contact Center as a Service (CCaaS)

Automatic blending

Between media types or between inbound and outbound – all on one screen with no logging in/out.

Contact Center as a Service (CCaaS)

Flexible integration

SCC provides APIs in multiple sets of technologies giving seamless interoperability between our own and third party software.

Contact Center as a Service (CCaaS)

An agent is an agent... is an agent

SCC offers a consistent agent model across all agent types whether real, virtual, IVR or bots.

Contact Center as a Service (CCaaS)

Highly versatile scripting tool

For managed workflows, intelligent IVRs, desktop self-service applications; integrated, fully blended and bespoke for each and every customer.

Why choose Sytel for your CCaaS partner?

Profitability of CCaaS

Profitabilty

SCC delivers large margins to service providers through deployment methodology, ease of extension and control of infrastructure cost.

The importance of Collaboration when choosing a CCaaS provider

Collaboration

We develop close working relationships with our partners, we train them to be skilled on the platform, listen to new requirements and provide a fast and excellent 24/ 365 support service.

CCaaS Differation

Differentiation

We empower partners to deliver solutions that are beyond the reach of most native cloud contact center solutions and encourage customisation of both the branding and the platform itself to meet customer needs.

See also …

The Design and Evolution of SCC

Flexible Contact Center Platform

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

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

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

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

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

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

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™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app