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
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
“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.”
Author: Robyn Coppell
Published On: 30th Mar 2020 - Last modified: 17th Jan 2022
Read more about - Archived Content, Sytel
