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.
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.
The concept of a contact center in the cloud is great, however reality shows there are some real challenges associated with this.
A potted history of Sytel's Scripter product and how it continues to grow and evolve.
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.
To deliver a good CX call centers need to smarten up their pulling power and temper their bot activities.
Celebrating our 100th blog! Some of the Sytel bloggers gave their thoughts on the key changes they see happening in the industry.
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.
This blog includes a shopping list of requirements that is applicable to both on premise and cloud solutions.
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.
The emergence of cloud players in speech recognition, notably Google and Amazon, brings about new applications for speech in the contact center.
WebRTC makes it possible for customers to communicate with contact centers with video calls and younger generations are making it become the norm. Video calling is here to stay!
Organizations are starting to utilize social media to identify prospects and target them with specific messages using different media types.
Websites are the shop windows for most companies. Chatbots, AI and WebRTC allow customers to develop a good relationship with organizations on their terms. No phones, IP or telephony circuits to worry about. Just browsers talking to browsers, on smartphones and/or PCs.
Constant improvement and innovation is a necessary way of life in our industry. Find out how Sytel approaches development.
With the varied mix of voice, digital and video sessions between agents and customers, we say goodbye to the ACD and hello to the Automatic Session Distributor (ASD®).