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:

  • Providing a custom recordings interface that filters recordings based on data from another application perhaps using a different UI.  This can be achieved easily by using the Recording Monitor Web API to retrieve recordings.
  • Integrating a CRM solution so that when a call or chat is connected to an agent, the CRM application 'screen-pops' to the end user data that relates to the connected call such as the caller's name and account details.

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:

Management Layer

  • Creating an agent, setting properties for the agent.
  • Uploading and defining recordings to be used within IVRs

Agent Layer

  • Logging in an agent to make them active in a campaign or queue
  • Getting the state of an agent
  • Notify an agent's desktop application of a connected call

Campaign Layer

  • Defining a campaign (a list of numbers used for outbound calling or inbound lookups)
  • Starting an outbound calling campaign

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:

http://sytelservername/softdial/repository/tenantname/api/user

Features

  • Designed to accommodate large numbers of tenants and users
  • Easy to scale-up as usage increases
  • Employs resilient technology for communication between datacentre locations