Apps vs Chatbots

February, 2017

As apps become more sophisticated so do some of their negative points. Whereas Chatbots are becoming more important for contact centers.

Applications that are downloaded to smartphones provide the user with functions pertinent to the companies that supplied them. For example, a utility company will provide options that allow the user to; view their bill, make a payment, etc.

Unfortunately, customers’ eagerness to download apps has cooled. This is partly due to the size of apps. Apps have become more sophisticated and their storage requirements have increased considerably, while users are becoming more selective with how they use the space on their smart phones.

Also, if a customer uses an app infrequently they are likely to become annoyed if they have to spend precious time searching for a function they need. The app may have been improved ten-fold, but this is lost on an annoyed customer who has to click through several pages to find what they are looking for.

Possibly, the most damning of all is the effect an app can have on the battery life. Many apps run in the background downloading news updates, which eats away at the available power.

Customers who don’t use apps still have several methods they can use to contact the company including; phone call, email, sms and chat. People are increasingly shying away from voice with its endless IVR menus. Email is often considered too slow. Chat is becoming more popular and the features it offers richer.

Cue the Chatbot! Chatbots are becoming very sophisticated with analysis of the text enabling answers and suggested links to be automatically supplied to the customer. Buttons can also be embedded in the chat conversations which guide customers quickly to what they need. Furthermore, a transcript of the conversation can be automatically emailed to the customer at the end of the Chat conversation.

As contact centers embrace multimedia and agents handle a mixture of media sessions a well-designed Chatbot can manage the start of chat conversations. It is often difficult to determine whether it is a human or a Bot on the other end of the conversation! If a chat conversation exceeds the capability of a Bot it can be seamlessly transferred to a human agent along with all the relevant information so the customer continues to be handled appropriately. The beauty of Chatbots is their ability to continuously learn. Investing time and effort wisely on Chatbots can greatly reduce the volume of chats a human agent has to handle while also building customer confidence and loyalty.

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