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 ‘landlord’ 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

About the Sytel CCaaS Platform

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

Top 10 Sytel CCaaS Features

What sets SCC apart as the CCaaS platform?

1. Full tenant separation

Each tenant can be configured exactly to their requirements, with separate tenant instances of services such as the routing/ dialing engine, configuration, reporting, scripting and campaign management. This means that any customisations and upgrades within these services will not affect any other tenants, so carry zero risk. This separation allows more users per platform, and enables partners to service larger tenants. And secure partitioning of all customer and performance data ensures no security risk between tenants.

2. Fast tenant deployment

Partners can deploy new tenants easily in minutes, rather than hours, days or weeks, managed from a single interface.

Cloud capacity can be ramped up, quickly adding VMs and assigning roles and services, and scaled back as demand requires, with no downtime. Pay only for the services you use.

3. Flexible deployment - cloud, on-premise or hybrid

The SCC platform is proven on all major cloud providers. As the same software can also be deployed on-premise, a unique tailored hybrid approach can be taken to fit any business requirement.

4. Low cost footprint in the cloud

The SCC platform has a best-in-class resource footprint requiring minimal processing power and memory. Server processing resources, spreading across any number of virtual servers, may be managed simply and easily. The cost of getting started is low.

5. Open and comprehensive APIs

SCC was designed from the ground up with open and comprehensive APIs, which are used internally by the SCC modules themselves. These APIs allow a tight fit with any surrounding applications, e.g. CRM, ERP, workforce management, database, with direct ready-to-go integrations to Salesforce, and third party apps such as collections, market research and generic apps such as text-to-speech, speech recognition and AI Bots.

6. No-code script design for IVR, chat and live agents

Agent performance can be enhanced by custom-designed response scripts to guide them through a conversation, giving access to business databases, all updated on the fly. With SCC’s drag-and-drop workflow design tool, Softdial Scripter™, users with minimal experience can design and deliver complex scripts for live agents, IVR, conversational AI and text-based bot services, in a fraction of the time of conventional programming methods.

7. Multi-session, omnichannel agent desktop

SCC’s web-based Agent Desktop allows agents to handle multiple text-based contact sessions at the same time, switching between them as necessary, while still available to take voice calls whenever required. With all media channels presented in a single, consistent UI, the agent’s life is made easier and more varied, increasing job satisfaction, improving agent retention and lowering training costs.

8. Fully automated, real-time workload balancing across all queues

SCC is aware of the state of all resources within the contact center – which agents have capacity on which media channels, moment by moment. Its 360 degree view of all contact activity enables it to make ‘best-available’ decisions on balancing between SLAs, and assigning sessions to agents with the right skills, so that their time is optimised. This can boost agent productivity by 20% or more, and leads to a more agile and flexible organisation, where supervisors focus on getting the best from their agents, not their technology.

9. The only effective and truly compliant predictive dialer

SCC’s best-of-breed AI dialer provides maximum predictive performance, automatically keeping agents busy and controlling the dial rate, while staying within any and all guidelines for abandoned/ nuisance calls, typically delivering an improvement of 15-20 minutes extra talk time per hour over progressive dialing.

10. Tracking, logging and reporting on all customer interactions

All screen and audio activity for agent contact sessions can be recorded, searched and reviewed via Softdial Recording Monitor™.

Comprehensive data is generated from all contact sessions, and is available as a feed to any database or 3rd party analytics tool, or as text or XML output. Or data can be displayed within SCC’s own graphical data display and analytics tool, Softdial Reporter™ 5, which presents charts, tables and real-time statistics, so supervisors and managers can keep an eye on all aspects of performance and take action where necessary.

Why sign up as a Sytel CCaaS delivery 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 channels

All Media Channels

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Dynamic Workforce Management

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

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