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 channels.

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 channels 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) – 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.

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Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale

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‘Swap out’ components and integrate with 3rd party apps

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Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

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

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

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Optimise agent usage and balance workloads in real-time without human intervention, across all media channels

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Best-of-breed performance under compliance

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

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Help agents achieve and maintain excellence

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See and hear exactly how agents are interacting

Analytics and Data Feeds

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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


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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™

Maximum predictive dialing performance, 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™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

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Flexible ‘no contact’ rules to protect contact center and consumer


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