Combating The Decline In Answered Calls

November, 2017

Organizations are starting to utilize social media to identify prospects and target them with specific messages using different media types.

As the number of calls being answered continues to drop, organisations need to be more sophisticated in how they contact people. Simply calling a list of numbers to try and persuade the respondent to open a bank account, say, is unlikely to produce very many results. On the occasions when the agent does get to speak to a human the incentive would need to be very good to attract new customers.

As a result, organisations are starting to utilize the big data generated by social media and identify target prospects using specific social media searches. For example, searching for specific words on facebook such as “new baby grandson” is likely to identify a new grandparent. Sending a text or email to that person suggesting they open a savings account for the new bundle of gurgling joy could be very appealing and hit the mark perfectly.

If the prospective customer were to then visit the website to investigate the suggested offer, they may be tempted to engage in a chat conversation to find out more. Since all the communications are held in the CRM, the agent handling the chat can quickly be made aware of the information that has already been sent and use appropriate messages accordingly such as including the phrase, “Congratulations on your new grandchild”. Immediately the customer will feel the exchange is personal and be more receptive to offers suggested. As the chat conversation progresses the agent can suggest moving it to a voice conversation using WebRTC, which will quickly and simply connect the customer to the same specific agent. This creates a more human interaction and builds a further element of trust. The trail of communication will be logged in the CRM providing an excellent model of case management. It may then be pertinent for all future communications from that customer to be sent to that agent’s personal work queue rather than a general work queue where the customer would need to start a new relationship with another agent.

Having multimedia coupled with the CRM means there is only one place that needs to be accessed to review a customer’s communication journey. Agents can utilise the scripter application to select appropriate emails, chat replies or text messages to send to customers as the occasion dictates. Combine this with having a truly multimedia contact center solution that doesn’t require agents to log in and out of queues of different media types in order to communicate with customers, and you won’t notice the drop in voice calls being answered.

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

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

    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

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™

    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

Markets

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