Agent Optimization and the Customer Experience

April, 2019

This month is a monster blog. And for a change we look at how Sytel addresses two of the most important issues in the contact center. Enjoy!
We often see these topics written about separately, but not very often dealt with together. So are they two sides of the same coin or is there something incompatible in trying to marry objectives based on each of them?

To understand this let’s have a look at how Sytel addresses each issue in its own software.

Agent optimization

At the heart of this topic is the idea that depending upon agent skills, Softdial Contact Center (SCC) allocates agents to particular media queues and then moves them around, as necessary, to deal with SLAs in other queues and optimize agent usage. SCC has total access to all agent and queue states and can perform this blending activity automatically, no matter what the media type of the session is, for example chat or voice. No need for the supervisor to get involved. Their job is simply one of ensuring that SSC knows what skills agents have and then setting appropriate SLAs per queue.

In this way SCC can optimise the utilization of all agents in the contact center. This might mean, for example, that agents dealing with an email queue might be moved to deal with a spike on an inbound voice queue. This kind of thinking was heresy a few years ago, in large part because software simply just didn’t work like this. But SCC does. And so too do people, with smartphones now making us all omnichannel proficient.

Managing the customer experience

Our view of the customer experience is that from the very first point of contact, we build up a view of the customer, of all his interactions via contact center sessions and combine this with other accessible external information, for example from a CRM. SCC then uses and updates this information continually to understand the needs of the customer, as they engage and re-engage via whatever media type may be chosen. So a voice call from a customer on one day might be followed by an email on the following day. Not only should the agent handling the email be aware of the voice call but should be able to access it as transcribed text.

If you like, this is Omnichannel on steroids. The customer can make contact any time they like, on any media channel and SCC not just knows their identity, but has their history at its fingertips!

But this still lacks something.

A marriage between agents and customers?

A great customer experience isn’t just a matter of well-trained agents and tracking customer history. It is also very much about matching customers with appropriate agents. For example Ted bought an insurance policy from agent Eileen six months. He wants an upgrade, with extended cover. So what happens? Well all the things we talk about under the Customer Experience apply, but wouldn’t it be great if we could put Ted back in touch with Eileen?

The fact is that people are more likely to buy from someone they have had a positive experience with than just any random agent. No need to do a survey, it is common sense. So SCC goes the extra mile to do its best to get Ted hooked up with Eileen.

In our drive for agent optimisation, Eileen may have been whisked off to help manage another queue, and may not be able to easily and quickly respond to Ted. So what to do? Well, we can try passing the Ted session to another agent or give him the option to wait for Eileen, or perhaps better still be contacted by her at a later time using a media type of his choosing.

So in SCC we aim always to put Eileen and Ted together and even when it’s not immediately possible, we still work hard to give Ted the very best options available.

If you would like to learn more about how SCC enables the activities described in this brief article just write to us at and we will be happy to show you.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or 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 Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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


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 Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent 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


A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • 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™

    Best-of-breed predictive dialing 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™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer


Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app