To understand this let’s have a look at how Sytel addresses each issue in its own software.
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 channel 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 channel 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 channel 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 email@example.com and we will be happy to show you.
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
Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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
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
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
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
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
Highly flexible unified web UI for agents, supervisors and administrators
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
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
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
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
By Business Type
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
Connect quickly to well equipped agents
Best-of-breed predictive dialing with CATI integration
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Secure, highly-configurable multichannel communications for excellence in patient care