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

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