The 48-Hour Cloud Contact Centre Challenge


A picture of a 48 hour stopwatch

Sytel have installed a production-ready 200-seat cloud contact centre 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 centre up and working over the weekend?’ ‘Sure,’ we said.”

Michael McKinlay

Michael McKinlay

So during the weekend, Sytel:

  • Installed their Softdial Contact Center platform using the customer’s virtualization infrastructure
  • Helped them connect to their phone carrier
  • Showed them how to configure inbound queues and how to route calls to the most appropriate agents
  • Deployed a browser environment and headsets so that agents could work at home just as if they were in the contact centre
  • Co-wrote some scripts for the agents to use
  • Figured out which reports they would need
  • Showed them how to use our screen/voice recording product to review agent performance

In addition, the contact centre that moved to the cloud in just 48 hours:

  • Integrated Sytel’s system with their database, enabling scripts to take data in real time from customer records
  • Made sure that the script wrote call results back to their database, to keep the back-office people happy
  • Set up Sytel IVR to play messages to any inbound callers waiting in queue

As Michael McKinlay concludes: “Monday morning was Go Live time. Result… one very happy customer!”

Eduardo Miller

Eduardo Miller

“Super job by a super team,” added Eduardo Miller, Sytel’s Hosted Deployments Director.

“If Sytel can help other organizations install new systems quickly, including homeworking, just email info@sytelco.com. Any time, any country.”

To find out more about Sytel, visit their website: www.sytel.com

Published On: 30th Mar 2020 - Last modified: 31st Mar 2020
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