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.


The changing shape of the contact center supply chain

March, 2017

Things have changed considerably with contact center technology. As a result, the way in which procurement is carried out also needs to change in order to make the right choice of suppliers.

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Apps vs Chat Bots

February, 2017

As apps become more sophisticated so do some of their negative points. Whereas Chat Bots are becoming more important for contact centers.

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All about regulation

January, 2017

As regulators scratch their heads as how to prevent abuse and establish markets that work for both consumers and businesses, there are three clear lessons that history shows.

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Managing emails within your contact center

December, 2016

Email may not be new or exciting but customers like it and use it heavily, so make sure it is given the priority it deserves.

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The rise of the machines

November, 2016

What is the future for contact center agents? Will they become redundant? Hardly! If anything, the contact center agent will have a more important role than ever before.

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5 tips for great Chat Reporting

October, 2016

If you can't measure it, you can't manage it - these 5 tips on chat reporting will help to deliver useful measurements.

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I fought to keep my dialer - thank goodness I failed!

September, 2016

This month we welcome a guest contribution from an experienced telecoms manager, who has worked with several different predictive dialers.

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In defense of IVR

August, 2016

Badly designed IVR call flows give IVR a bad rap. We put forward a defense.

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5 key points to get right in reporting

July, 2016

Contact centers are awash with data. Here is our take on some fundamental points on how best to manage that data.

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Considerations in the cloud

June, 2016

The cloud has created a revolution in the way applications are provided to businesses both large and small.

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Use of dialers around the world

May, 2016

On a recent world tour we had a chance to see how different countries have been coping with changing trends.

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Keeping it simple again

April, 2016

Maintaining effectiveness of both queues for individual agents and the overall campaign brings challenges.

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Keeping things simple

March, 2016

Managing campaigns and setting up work queues; contact centers need to be mindful of the personal touch.

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WebRTC can bring joy to the agent

February, 2016

WebRTC opens up options further for contact centers to employ the right agents who may be more nomadic.

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WebRTC can bring joy to the organisation

January, 2016

With WebRTC the agent can have detailed information about the customer's call before before a single word is spoken.

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WebRTC can bring joy to the customer

December, 2015

Clicking a WebRTC link can quickly connect customers to agents who already know specifics about the call.

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What does Software Development have in common with the All Blacks?

November, 2015

Winning in business is a tough game; we've drawn some parallels between the lessons applied by the All Blacks and those required to be successful in business.

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Hosted architecture

October, 2015

Hosted architecture options for contact centers appear to be currently divided between either multi-instance or multi-tenant. But things are changing.

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Data scaling

September, 2015

Data scaling has its issues for large-scale contact center hosting.

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As carriers move away from ISDN to SIP

August, 2015

Carriers are starting to move away from ISDN in favor of SIP.

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Some of the Sytel Bloggers

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