Gone are the days when customers would ring in to a contact center for every query they had. Now the first action a customer often takes is an attempt to ‘self-serve’. The way customers try to track down answers for their queries varies and may depend on where the customer is, what method of communication they have to hand, how much time they have and the urgency of the query.
The vast majority of people now have a smartphone to hand at all times, which serves as their window on the world, so your company’s website is most likely to be the first place they look. Customers expect this to be an easy to use source of information, providing clear answers for frequently asked questions. However, if the answer cannot be found, it should be obvious what the customer’s next action should be to resolve their query; if there are different numbers to call for different types of query then this should be clear along with opening hours. Inviting emails to be sent to specific email addresses can also be helpful but only if you plan to acknowledge the email and follow-up with a timely response.
Some customers might prefer to use chat or SMS whilst multi-tasking with other activities. Virtual agents can be used for such online conversations, providing an effective, cost saving way to quickly handle customer interactions. But, take note, the quality of the automated conversation doesn’t happen by chance; make sure you invest the required time and effort to analyse what the most commonly asked questions are and create suitable answers accordingly.
If the customer’s quest to resolve their query does result in them making an inbound call to the contact center and speaking to a human make sure the agents are ready and able to handle those calls. Having weeded out the high volume of less complicated queries through self-service, the agents must be prepared for more demanding questions and, sometimes potentially, slightly exasperated customers who might feel a sense of annoyance at having failed to resolve the issue themselves. Human agents must therefore up their game in both knowledge and empathy so be sure to give them all the tools that will help them quickly handle customers’ more stretching demands.
So as your customers move to self service, then those contacts that do get through to live agents are going to be more challenging – which is no bad thing!
What We Offer
Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.
All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.
Flexible Contact Center Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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Contact Center Platform – Enterprise
High performance platform to drive contact center productivity – cloud, on-premise or hybrid
Blended Media Desktop
Fully customisable, multi-channel, multi-session workspace
Work Anywhere
Browser-based tools, no software installation required
Customise, Localise, White Label
Design all user interfaces to individual requirements
Integration via APIs
‘Swap out’ components and integrate with 3rd party apps
World Class Development
Continuous evolution pushing technical boundaries
Capabilities
Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.
All Media Channels
Voice, chat, email, social, etc – fully integrated and blended
Agent Multi-Tasking
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
Predictive Dialing
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
Agent Scripts
Help agents achieve and maintain excellence
Voice and Screen Recording
See and hear exactly how agents are interacting
Analytics and Data Feeds
Measure and evaluate performance at every level
IVR, Bots & Conversational AI
Design effective automated flows or integrate with 3rd party providers
Customer Journey Tracking
Stored customer contact history, to aid routing and add context to conversations
Modules
Drive operational efficiency, increase customer satisfaction & improve agent performance
Softdial One™
Highly flexible unified web UI for agents, supervisors and administrators
Softdial Scripter™
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
Softdial Pathfinder™
Precise routing rules for ‘best available’ connection
Softdial Media Server™
Core telephony functions to manage all inbound/outbound SIP calls
Softdial Reporter™ 5
Fully customisable performance stats, charts and reports, across all channels
Softdial Publisher™
Comprehensive data output to build your own reports
Softdial Recording Monitor™
Audio and screen recording of agent activity to ensure the highest standards
Softdial Campaign Manager™
Automation to optimise any outreach strategy
Softdial Repository™
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Solutions
Performance and efficiency for a wide range of business applications
By Business Type
Enterprise
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
By Industry
Customer Service
Connect quickly to well equipped agents
Market Research
Best-of-breed predictive dialing with CATI integration
Debt Collection
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Healthcare
Secure, highly-configurable multichannel communications for excellence in patient care