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

Flexible Contact Center Platform

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

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

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 Types

All Media Types

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

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

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

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™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app