It’s our 100th blog so we decided to ask our bloggers for their brief thoughts on some of the key changes they see happening in our industry. We picked these five. Enjoy!
- The great technical breakthrough of WebRTC
Give people a standard and it is amazing what can be achieved. The recent agreement on a WebRTC standard by all the major browser manufacturers is the single most disruptive, for good(!) thing to have happened in call centers for years, even topping AI! Using WebRTC to facilitate not just voice transactions but digital and video as well simply puts SIP in the shade. And it brings inherent security with simple deployment. With much of today’s telephony infrastructure being deployed centrally or in the cloud, WebRTC removes many of the burdens, hassles and costs that have traditionally been associated with these types of deployments.
And of course WebRTC has been designed from the ground up to support remote working. Its ascent will have an interesting impact on the physical location of what a call center is.
- Software as a service (SAAS), available from the cloud, is here to stay and to grow with a vengeance
Software-as-a-Service (SAAS), delivered from the cloud, will see huge growth in adoption. If we discount rebranded legacy solutions, which aren’t really cloud SAAS offerings, early Cloud Contact Center SAAS offerings were pretty basic; Simple ACD, first-party dial, no applications.
The game changer in 2018 will be vendors that have built end-to-end Contact Center solutions on top of these basic Contact Center stacks. Some vendors have embraced the software disciplines required to deliver a functionally rich Contact Center, as a native cloud solution. From this, will emerge new behemoths of the Contact Center industry. We can expect a few surprises.
- Blending. Not call blending but media blending
When a customer wants to communicate with your organisation they don’t consider sessions, service levels, average handling time or other such contact centre buzzwords. They just want to get through!
For a contact centre, this can pose some challenges. If there are plenty of agents available to take voice calls but very few available for chat and suddenly all of your callers want to use chat, what do you do?
Media blending allows available agents to be moved between media channels, thereby ensuring that spikes in queue length can be accommodated. If your customers’ habits change and they want to communicate in a different way your contact centre should automatically adapt to the change, move agents to the new media queues and take up the slack.
- AI, or machine learning. No discussion about contact centre solutions takes place these days without consideration of AI
In the end it’s all about Customer Experience! Conversational AI is a game changer for the all contact center services. It can offer the right information to the customer at the right time using self-service options. It can also help agents by providing information to help them handle complicated issues that self-service cannot resolve.
AI technologies are growing fast and are becoming a necessity for any first-class contact center. AI is replacing traditional IVR processes, predicting customer behaviours, choosing the best agent for a call, improving self-service channels, identifying call types, passing contacts to relevant channels and predicting customer needs.
But, remember, it’s still all about the Customer Experience. There is always the need to have a live person to fill the gaps that AI can’t deal with, and they will be many. Don’t make the mistake of just using AI to replace costly human agents. Ultimately, particularly in a sales situation, there is nothing better than a clear, efficient and friendly chat with a human!
- Agent and customer empowerment
Empowerment is the name of the game in the call center. Two main reasons. The impact of new technologies and the drop-off in outbound calling.
Now that it is more difficult in many markets to reach customers by phone, customers have a bewildering range of options, digital, video and voice that they can use to drive the kind of experience they want with call centers. Putting them in the driving seat makes for happier customers and better business.
In the same way, agents now have a much greater range of tools they can use to communicate with customers. Their skill sets will be deeper, job satisfaction much greater and high agent turnover a thing of the past.
Long live empowerment …
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
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