Whilst Sytel's product provides a complete solution for contact centres, Sytel recognises that some end customers and integrators may wish to connect their own applications to the contact centre system. A monolithic, closed solution is inflexible and will not deliver the value that the modern contact centre seeks.
Sytel´s solution is and always has been modular in nature. The elements of the solution that make up the product make use of a rich API library that allows them to communicate between each other.
This library is available to integrators who wish to exploit elements of Sytel's product within their own solution. This provides the ability to 'swap-out' components and replace them with integrations to other applications.
Figure 1— Sytel's modular components can be 'swapped out'
Examples of where a reseller or end customers might want to replace the existing applications are:
Sytel now provides access to the entire platform though HTTP/HTTPS APIs. Developers familiar with web technologies can easily interact with the Sytel platform.
Sytel divides the different elements of the application into layers. For each layer, by simply calling a URL a 3rd party application can interact with SCC and perform tasks such as:
All of the above tasks can be achieved through the use of a simple HTTP call. For example, the following HTTP command returns a list of all users within a tenant in a format that can easily be read by another application: