The advantages of hosted from the cloud are many. Here are Sytel’s top 5:
- Low CapEx
As mentioned above, the cost of buying and the hassle of setting up your own telephony infrastructure is removed. The hosted supplier has already taken this on, and will maintain the kit to a high standard. And this of course is true of any cloud-based/ hosted contact center services. - Value-added services
A cloud-based IP PBX sits in the middle of a conversation, not at the edge, on the outside looking in. More than just a proxy server directing traffic, it maintains a connection to both caller and callee, and can therefore offer more sophisticated functions. For instance:- recording the call and storing it in the cloud
- inserting IVR, text-to-speech or a recorded message into the conversation
- adding another party to the call (3 party conferencing)
These features, available in high-end premise-based systems, are also available to SME’s in the cloud.
- Single supplier
If you are taking other contact center services, such as predictive dialing, from a cloud/ hosted service provider, it makes sense to use their IP PBX, too. Again, the advantages are many:- calls never leave your system, so the entire conversation is visible for reporting
- integration with surrounding services is seamless
- billing is simpler (single supplier, single bill)
- overall cost of ownership is reduced
- High availability management
Keeping services running non-stop requires investment in back-ups for all hardware, software and networks. This can be expensive but any good hosted service provider has already made the investment. Guaranteed uptime with no outlay? No-brainer! - Scalability
New stations can be added and configured at the drop of a hat. The hosted provider will (should!) always have spare capacity. And when it’s time to cut back, extensions can be decommissioned just as easily. And you only pay for what you use, so there is zero wastage.
As with many other cloud/ hosted services, IP PBX has come of age.
What We Offer
Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.
All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.
Flexible Contact Center Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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Contact Center Platform – Enterprise
High performance platform to drive contact center productivity – cloud, on-premise or hybrid
Blended Media Desktop
Fully customisable, multi-channel, multi-session workspace
Work Anywhere
Browser-based tools, no software installation required
Customise, Localise, White Label
Design all user interfaces to individual requirements
Integration via APIs
‘Swap out’ components and integrate with 3rd party apps
World Class Development
Continuous evolution pushing technical boundaries
Capabilities
Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.
All Media Channels
Voice, chat, email, social, etc – fully integrated and blended
Agent Multi-Tasking
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
Predictive Dialing
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
Agent Scripts
Help agents achieve and maintain excellence
Voice and Screen Recording
See and hear exactly how agents are interacting
Analytics and Data Feeds
Measure and evaluate performance at every level
IVR, Bots & Conversational AI
Design effective automated flows or integrate with 3rd party providers
Customer Journey Tracking
Stored customer contact history, to aid routing and add context to conversations
Modules
Drive operational efficiency, increase customer satisfaction & improve agent performance
Softdial One™
Highly flexible unified web UI for agents, supervisors and administrators
Softdial Scripter™
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
Softdial Pathfinder™
Precise routing rules for ‘best available’ connection
Softdial Media Server™
Core telephony functions to manage all inbound/outbound SIP calls
Softdial Reporter™ 5
Fully customisable performance stats, charts and reports, across all channels
Softdial Publisher™
Comprehensive data output to build your own reports
Softdial Recording Monitor™
Audio and screen recording of agent activity to ensure the highest standards
Softdial Campaign Manager™
Automation to optimise any outreach strategy
Softdial Repository™
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Solutions
Performance and efficiency for a wide range of business applications
By Business Type
Enterprise
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
By Industry
Customer Service
Connect quickly to well equipped agents
Market Research
Best-of-breed predictive dialing with CATI integration
Debt Collection
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Healthcare
Secure, highly-configurable multichannel communications for excellence in patient care