Automating your Outreach

July, 2021

In today’s complicated multimedia and multisession landscape, the execution of your outreach strategy needs an intelligent, automated approach.

The future of outbound

We were recently asked by a business partner whether outbound has any future. Our answer today is the same as it was 25 years ago:

‘Yes, as long as you do it right!’

Contact rates for voice outreach have dropped to new lows that require most dialers to either generate staggering levels of nuisance calls or remain unprofitable.

In this context, ‘doing it right’ today must involve a properly joined-up view of the customer. Beware the buzz phrases ‘360 degree view’, ‘Omnichannel’, ‘AI’, ‘Big Data / Data Warehousing’. We are not saying these things aren’t relevant, but they are often indicative of a ‘technology will solve the problem’ approach.

Rather, what’s needed is joined-up outreach.

Joined-up outreach

This is the process of understanding what works for connecting with your customers and prospects, and then executing and refining outreach programs during their lifetime.

Yes, you need a suitable contact center platform for this but the requirements aren’t that onerous. You need:

  • Some means of storing and having fast retrieval of both inbound and outbound contact history for a customer across all media channels.
  • Contact preference data for customers, or the means to permute this from contact history.
  • Some insight into how differing contact channels will work for your proposition.
  • A baseline set of inventory rules that is well-thought out and the tools to automate across all channels.
  • Reporting / feedback that enables you to validate your assumptions and refine.

You could, in theory, do all of this with existing technology and manual processes but there is one word hidden in these bullet points that is critical, and that is automate.

Automating your Outreach

The days of simple recycling of no answers and answer machines are long gone, but despite the tools available there is still a tendency to ‘run through the contact list, analyse and recycle’. The decision tree for contact needs to be tailored for each individual customer; so the right time, media and sales approach.

Your choice of platform must be able to automate scheduling, selection of media for next contact, and handling of what happens to scheduling if the campaign is put on hold for a few days. In these days of customer-specific decision trees for contact, you will not have the resources to have manual control of this process. It must be automated.

Analysing feedback to optimise your inventory strategy comes from having meaningful reporting. Knowing, for example, that customers respond better to SMS outreach for a particular type of proposition during the business day rather than the evening, probably has even more value than ‘when we used these words in the SMS we got a better hit rate’.

Also, making changes to inventory strategy needs to be done within a framework that automates the consequences of change. If you are getting a better response from some types of customers with a different medium and time, this will have consequences for what you do to keep your outreach teams consistently busy during the shift. An automated solution solves this for you.

Intelligent Automation

Sytel sought to change the dialer industry in the early days of our existence by making predictive pacing entirely automatic. We did this because a well-designed intelligent machine can react far better to changing conditions than a supervisor ever can. In today’s complicated multimedia and multisession landscape, the execution of your outreach strategy needs the same intelligent approach.

If you would like to know more about Sytel automation, then talk to us.

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