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.


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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The changing Automatic Speech Recognition (ASR) landscape

January, 2018

The emergence of cloud players in speech recognition, notably Google and Amazon, brings about new applications for speech in the contact center.

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Video calling is here

December, 2017

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!

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Combating the decline in answered calls

November, 2017

Organizations are starting to utilize social media to identify prospects and target them with specific messages using different media types.

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The changing face of Customer Service

October, 2017

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.

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How Sytel approaches development

September, 2017

Constant improvement and innovation is a necessary way of life in our industry. Find out how Sytel approaches development.

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The evolution of the Automatic Call Distributor (ACD)

August, 2017

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®).

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How do you cope when everyone calls at the same time?

July, 2017

Avoid giving customers a poor experience, provide them with a soft landing and alternative ways to communicate with you.

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Will robots take over?

June, 2017

Can AI handle everything? Or, are there some instances where only a human will do?

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Video calling; the ultimate trust-builder

May, 2017

Showing your face can be a great way to build trust. However, there are some key points to take into consideration before you start.

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Video calling

April, 2017

Video calling is definitely coming. The technological challenges and cultural barriers are disappearing and the benefits are already being seen.

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Some of the Sytel Bloggers

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