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.
The emergence of cloud players in speech recognition, notably Google and Amazon, brings about new applications for speech in the contact center.
WebRTC makes it possible for customers to communicate with contact centers with video calls and younger generations are making it become the norm. Video calling is here to stay!
Organizations are starting to utilize social media to identify prospects and target them with specific messages using different media types.
Websites are the shop windows for most companies. Chatbots, AI and WebRTC allow customers to develop a good relationship with organizations on their terms. No phones, IP or telephony circuits to worry about. Just browsers talking to browsers, on smartphones and/or PCs.
Constant improvement and innovation is a necessary way of life in our industry. Find out how Sytel approaches development.
With the varied mix of voice, digital and video sessions between agents and customers, we say goodbye to the ACD and hello to the Automatic Session Distributor (ASD®).
Avoid giving customers a poor experience, provide them with a soft landing and alternative ways to communicate with you.
Can AI handle everything? Or, are there some instances where only a human will do?
Showing your face can be a great way to build trust. However, there are some key points to take into consideration before you start.
Video calling is definitely coming. The technological challenges and cultural barriers are disappearing and the benefits are already being seen.
Things have changed considerably with contact center technology. As a result, the way in which procurement is carried out also needs to change in order to make the right choice of suppliers.
As apps become more sophisticated so do some of their negative points. Whereas Chat Bots are becoming more important for contact centers.
As regulators scratch their heads as how to prevent abuse and establish markets that work for both consumers and businesses, there are three clear lessons that history shows.
Email may not be new or exciting but customers like it and use it heavily, so make sure it is given the priority it deserves.
What is the future for contact center agents? Will they become redundant? Hardly! If anything, the contact center agent will have a more important role than ever before.
If you can't measure it, you can't manage it - these 5 tips on chat reporting will help to deliver useful measurements.
This month we welcome a guest contribution from an experienced telecoms manager, who has worked with several different predictive dialers.
Badly designed IVR call flows give IVR a bad rap. We put forward a defense.
Contact centers are awash with data. Here is our take on some fundamental points on how best to manage that data.