Cloud contact center software

Sytel lives day by day at the coalface of contact center software design.

We take on the hard tasks that many other companies balk at. We invent from the ground up, working to bring you the best call center software solutions to the toughest challenges, resulting in world-class, best-of-breed call center software.

With this blog, we aim to educate, illuminate and also challenge the call center industry. Expect us to talk about call center technology, but technology is just a means to an end. What matters ultimately is the quality of the service that technology can provide for customers. So expect the blog to be wide-ranging. And expect us to shed new light on received call center industry wisdom.

You may not agree with everything we say. Great! Informed debate lies at the heart of innovation. So feel free to give us your feedback and if you argue your case well, we may post your ideas on the blog.

Enjoy!


Thinking Ahead

September, 2019

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.

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Moving to the Cloud - 5 Features You Should Expect

August, 2019

There has never been a better time to move a contact center to the cloud. But not all cloud contact center platforms are created equal. Here are 5 features you should expect from your solution.

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History File

July, 2019

It can be difficult for organisations to maintain good communication when talking to customers, each time they speak to a customer they have to spend time gathering necessary background information.

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Using AI to better direct customers

June, 2019

By asking open questions, a robot can identify the reason for the call and then either handle the call itself or transfer the call to a live agent.

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Agents and customers fall in love

May, 2019

Another lengthy blog this month, but reading this is time well spent. There are two battles currently going on in the contact center. Here we discuss these battles and how they can result in harmony.

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Agent optimization and the customer experience

April, 2019

This month is a monster blog. And for a change we look at how Sytel addresses two of the most important issues in the contact center. Enjoy!

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Joined-up systems, joined-up journeys

March, 2019

Great architecture is key. A solution that can maintain state for all agents and sessions, that can scale easily to handle thousands of agents per tenant and delivers dynamic queue management, blending and session history tracking is fundamental. Everybody needs systems to be joined-up.

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The reality of failure-proof systems in the Cloud

February, 2019

How often does the server/virtualisation stack fail? We take some examples from our own experience and identify 3 things you can do to get you close to 5 nines up-time.

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Is your chat messaging system fit for purpose?

January, 2019

In the days of push campaigns agents were trained and well briefed. Nowadays it seems little attempt is made to connect with corporate CRM systems to get a profile of who is messaging you.

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The challenge of CX

December, 2018

Customers can face challenges when trying to contact you. Let them contact you however they choose and turn their problem in to a great experience.

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Brazilian call centers in transition

November, 2018

Brazil fell off the cliff with bad outbound practices but is now focused on recovery.

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Cloud contact center solutions - a maturing market

October, 2018

A fully functioning cloud contact center requires not only having the correct architecture but also services designed to best use the computing resources delivered by cloud providers.

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Cloud contact center solutions - early innovation

September, 2018

The concept of a contact center in the cloud is great, however reality shows there are some real challenges associated with this.

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The magic of Scripter

August, 2018

A potted history of Sytel's Scripter product and how it continues to grow and evolve.

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Pull marketing

July, 2018

Social marketing is one of the newer forms of pull marketing. People trust information when it comes recommended in some way by someone they know.

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Push vs Pull and the impact on CX

June, 2018

To deliver a good CX call centers need to smarten up their pulling power and temper their bot activities.

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Celebrating our 100th Blog

May, 2018

Celebrating our 100th blog! Some of the Sytel bloggers gave their thoughts on the key changes they see happening in the industry.

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The onward march of IoT

April, 2018

The Internet of Things (IoT) is being touted as becoming ubiquitous and the panacea for all known ills. Unfortunately, such a utopia will not happen anytime soon.

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Scripting for the grown-up cloud contact center

March, 2018

This blog includes a shopping list of requirements that is applicable to both on premise and cloud solutions.

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Tearing down the silos

February, 2018

Organizations need to tear down the silos and create a unified system, one where agents can handle communications regardless of type, and reporting can be delivered from across the whole contact center.

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Some of the Sytel Bloggers

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