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.
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?
Profitabilty
SCC delivers large margins to service providers through deployment methodology, ease of extension and control of infrastructure cost.
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.
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.
What next?
Learn more about delivering CCaaS with the Sytel platform >>
Briefing for new CCaaS partners >>
Chat to a member of our team >>
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