Consider this
As the coronavirus scare dies off, an airline decides to contact its customers offering cheap flights for a period of time just to get people used to flying again. So it develops an offer and calls its many customers in conversational AI mode.
So the consumer gets a call from a bot whose aim is to sign him up. Now conventional wisdom from the AI guys tells you that this conversational AI should be able to handle the complete session and maybe come out with a sale.
Success is measured in terms of conversions per 100 contacts (for example).
Think of conversational AI as a way of doing some data collection and potentially quite sophisticated processing. But at some point, especially for more complex applications, the bot may hand over the session to a live agent because:
1. it can’t make any further progress
2. the customer is about to disappear because of this, or
3. the customer requests it
The bot can do a great job in saving agent time and providing a qualified flow of prospects; now it needs some help from live agents.
So on the one hand, we have a pool of agents waiting to receive these prospects, and on the other, a funnel, up which prospects rise, until for one of the reasons given, they pop out all ready to speak to a live agent.
But there’s one big question: how to manage both the size of the agent pool and the initial launch of calls into the bottom of the funnel?
Why is this important?
Remember this process starts with an outbound call and when a prospect emerges from the funnel ready to speak to an agent, you better make sure that an agent is available! Inbound callers hang around in queues waiting for agents. These conversational AI prospects will not. Unless they get transferred virtually immediately to a waiting agent, then many just won’t wait around.
How to resolve?
This is classic predictive dialing territory. A highly optimised dialer can tell the contact center how many calls to launch, so as to ensure prospects are not kept waiting when they emerge from the bot funnel. Strong dialer design is an imperative.
And the application is not just outbound voice. The campaign equally could have been launched as a chat bot from the outset, with the same application flow. And note in this case, that prospects emerging from the funnel could then go to a live text chat, or a live voice call.
To learn more about this exciting application of dialer technology, just talk to us.
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
Work Anywhere
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
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 Channels
Voice, chat, email, social, etc – fully integrated and blended
Agent Multi-Tasking
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
Predictive Dialing
Best-of-breed performance under compliance
Optimised Inbound 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
Drive operational efficiency, increase customer satisfaction & improve agent performance
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™
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
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Solutions
Performance and efficiency for a wide range of business applications
By Business Type
Enterprise
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
By Industry
Customer Service
Connect quickly to well equipped agents
Market Research
Best-of-breed predictive dialing with CATI integration
Debt Collection
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Healthcare
Secure, highly-configurable multichannel communications for excellence in patient care