Sytel lives day by day at the coalface of contact center software design.
We take on the hard tasks that many other companies balk at. We invent from the ground up, working to bring you the best call center software solutions to the toughest challenges, resulting in world-class, best-of-breed call center software.
With this blog, we aim to educate, illuminate and also challenge the call center industry. Expect us to talk about call center technology, but technology is just a means to an end. What matters ultimately is the quality of the service that technology can provide for customers. So expect the blog to be wide-ranging. And expect us to shed new light on received call center industry wisdom.
You may not agree with everything we say. Great! Informed debate lies at the heart of innovation. So feel free to give us your feedback and if you argue your case well, we may post your ideas on the blog.
Watch out for predictive dialer vendors claiming over 90% (sometimes over 95%) detection rates for answering machines. This is not real life, and here's why.
In the software development business, 'change is inevitable, change is constant'. So how do you manage sustainable software development in a constantly changing environment?
The contact center industry should be asking its UC vendor community for detail on how their technology can provide solutions to challenges specific to the contact center.
If current trends are anything to go by, premise-based installations are losing favour and we are headed for hosted and cloud-based nirvana. But do current trends provide a reliable forecast?
Unified communications has substantial business benefits for the contact center. But how do you separate the actual benefits from the hype, and how have contact centers coped for so long without it?