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Sytel’s 48 Hour Cloud Contact Center Challenge


Jamie Stewart
1 Cromwell Court, New Street
Aylesbury, Bucks HP20 2PB

Sytel’s 48 Hour Cloud Contact Center Challenge

Sytel have installed a production-ready 200 seat cloud contact center within 48 hours, in response to a customer needing a fast operational shift.

Sytel CEO Michael McKinlay recounts: “The call came in late Friday night: ‘Can you get a 200 seat contact center up and working over the weekend?’ ‘Sure’ we said.

So during the weekend…

  • We installed our Softdial Contact Center™ platform using the customer’s virtualisation infrastructure
  • We helped them connect to their phone carrier
  • We showed them how to configure inbound queues and how to route calls to the most appropriate agents
  • They deployed a browser environment and headsets so that agents could work at home just as if they were in the contact center
  • Jointly, we wrote some scripts for the agents to use
  • They integrated our system with their database, enabling scripts to take data in real time from customer records
  • They made sure that the script wrote call results back to their database, to keep the back office people happy
  • They set up our IVR to play messages to any inbound callers waiting in queue
  • We figured out which reports they would need
  • We showed them how to use our screen/voice recording product to review agent performance

Monday morning was Go Live time. Result… one very happy customer!”

Eduardo Miller, Sytel’s Hosted Deployments Director, added “Super job by a super team! If Sytel can help other organisations install new systems quickly, including home working, just email info@sytelco.com. Any time, any country.”

Visit www.sytel.com for more.

About Sytel

Sytel Limited software solutions connect and manage calls and media sessions, without boundary. Our solutions for carriers, enterprises and cloud/ hosted contact center providers deliver high-volume routing and media processing on a distributed host-based platform, and are driving inbound, outbound and blended telephony, email, SMS, chat and other media types in over 50 countries.