Sytel's Softdial Contact Center™ (SCC) architecture is uniquely optimized for the contact center business because it has been designed from the beginning with a holistic view of the industry and with its current and future requirements in mind.
This architecture did not happen by accident – it is the result of Sytel's history as a successful vendor of an integrated communications engine with a highly modular, scalable and adaptable solution. The features that made Sytel the vendor of choice for contact center integrators also fuel Sytel's rapid growth and expansion as a supplier of the world's most versatile contact center platform.
Multi-tenancy and Multiplexing
You can't build a skyscraper without the right foundations, and this concept applies to large-scale contact center operations, whether delivering multi-country corporate operations or service provider infrastructure that delivers the needs of many smaller contact centers from a cloud platform. SCC is designed to deliver contact center services at very large scale by virtue of our unique approach to multiplexing and multitenancy.
Within SCC, landlord services such as streamed media support are multiplexed, with clustering support being built in to the SCC components at an API level. The tenant is a natural boundary for separation of concerns, and so all major application components including the ASD are instantiated per tenant.
In order to tie all of this together and present SCC as a homogeneous whole, SCC implements its own message queueing and routing components. These deliver reliable and secure communication using unreliable transports, mitigating the need for VPN infrastructure as part of a large scale deployment. The routing mechanism provides service bus capabilities but seeks to enable peer-to-peer communication where infrastructure allows, thus avoiding the throughput limits of a traditional service bus architecture.
At the heart of SCC is CallGem
CallGem is the command and control center of the ASD and manages state for every campaign, queue, agent and inbound or outbound session transaction that takes place throughout a contact center tenant. CallGem is the authoritative source of state for ASD resources, which enables SCC's industry-leading call-and-media blending to work alongside automatic queue load-balancing, in seamless fashion. This ensures best possible utilisation for a customer's valuable contact center workforce whilst automatically doing the best job possible to meet SLAs.
CallGem also knows the configuration of all peripheral components and their capacity or throughput limitations. With this information it dynamically manages changes in resource availability, e.g. changes in trunk availability, changes in the number of available agents on a campaign or campaigns launched by a tenant, resource quotas or adjusting them to cope with unplanned resource shortages.
Figure 1 - Softdial Contact Center
This dynamically extensible architecture is ideally suited to public and private cloud hosted models due not only to the scalability and configurability it provides, but also the resilience that can be achieved through its ability to dynamically manage changes in resources.
SCC is also fully web-enabled with browser-based client applications and resource configuration, enabling agents, supervisors and administrators to work at home or remotely. Hosted users can manage their 'ACD in the cloud' as if it was their own local dialer and data security is assured through tenant side server instances for components such as campaign and reporting databases and scripting applications.
This web enablement also extends to landlord-side provisioning. SCC provides an orchestration model based on standardised machine images that contain a small 'bootstrapper' service. This allows the platform to be scaled dynamically with new tenants provisioned on-the-fly, and also allows for dynamic provisioning of streamed media services, adding new nodes to media server clusters and edge gateway clusters without outage.
Powerful telephony and media servers support any mix of IP, TDM and multi-media sessions for audio, email, SMS and chat and the modular media plug-in architecture makes it easy to add additional media modules such as video, 3rd party chats or web services as required.
At a time when the threat of identity theft is increasing alarmingly and PCI compliance is no longer optional for many call centers, Softdial's centralised security management, data encryption and data segregation features ensure compliance with the most demanding regulatory requirements.
The Sytel advantage following from this is that anyone building their business on the Sytel platform is assured that they are buying into a highly scalable and constantly evolving solution that will still be driving their business forward long after their competitor's solutions have reached the end of their useful life.