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.
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.
The age of the bot and conversational AI brings new challenges in terms of how contact centers engage with potential customers. Here’s a sneak preview of an exciting new development.
How to make management of a functionally rich cloud contact center platform… well, manageable
If you need your agents to work from home and want them interfacing with your business applications, then you need to have them plumbed into a contact center system in the cloud.
SIP infrastructure for a cloud service provider is multi-faceted and its key functionality is complex, but Sytel enables service providers to grow their stack without pain.
Compliance with outbound contact regulation is a given, but it is often made more difficult by layer upon layer of legislation. To comply, you need a software-based rule-checking process.
How do you provide a framework for this that is easy to use and mitigates the effects of misconfiguration and third-party integrations that aren’t 100% reliable?
Developing a feature-rich contact center platform for the cloud has its challenges! The demands of environment, functionality and scale have required us not simply to extend, but rather to look to new designs.
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.
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.
When two friends talk they will subconsciously reference all the moments they have shared. To promote good conversations in the contact center, Sytel keeps its own record of all interactions across all media types, for a particular customer. And this can include transcribed recordings of voice calls.
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.
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.
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!
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.
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.
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.
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.
Brazil fell off the cliff with bad outbound practices but is now focused on recovery.
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.