The 48-Hour Cloud Contact Centre Challenge

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.”

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!”

“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.”