Don’t Let Snow Get You Down!

December, 2010

How well is your contact center set up to cope with the disruption of the winter season? Now is the time to review your technology capabilities.

This holiday season in the UK is awash with disruptions keeping workers away from the workplace. Unprecedented snowfall is hindering travel by car and public transport. On top of that, businesses must cope with the usual holiday season challenge of people calling in ‘sick’ because of the party the night before.

So how well is your contact center set up to cope with this disruption? Now is the time to review your technology capabilities with an eye to staying afloat in unpredictable waters.

For call centers, an emergency situation like this will require you to adapt and reconfigure your system very quickly to suit the situation. This can only be done if you have the right skills inhouse, and this implies having equipment that allows configuration without needing a university degree, so that many people can be trained in its use.

And once you have reconfigured, to minimise disruption you need to be able to apply changes without having to restart the whole system.

How well equipped are you in the following areas?

IVR

The usual applications of an IVR system (e.g. switchboard, playing and taking messages, etc) become even more important to take up the slack in emergencies when fewer bodies are available. But to be useful in emergencies, it must allow configuration quickly and easily by a wide range of people. Who in your organisation can do this?

Changes must be applied on the fly without having to restart. Are you losing valuable time here, or do you put off any changes till after hours? Not much use in an emergency.

IVR must be tightly integrated to your desktop interfaces, so that agents and supervisors can easily access all relevant functions and a call can move seamlessly between human and IVR.

Integrated multimedia

Contact centers require integrated access to many contact channels. Do you have the facility to automatically send an email or text message, for instance in response to an incoming phone call sitting in a queue too long? Do your workers have access to chat, or instant messaging to allow them to respond quickly to changing situations?

Home workers

If workers cannot make it to work, one obvious solution is to enable them to work at home. Can your workers log in and work from home as efficiently as if they were in your center? Or can you reallocate workers from other centers so that, in effect, they belong to you? The advent of IP-based communications makes this very easy, with browser based log in mechanisms and agent scripts (if you use them).

The good news is that technology is available now so that emergencies need not mean massive disruption and loss of revenue to your business. The bad news is that your current technology may be holding you back. Happy holidays!

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 Platform

Softdial Contact Center™ - tightly integrated modules, 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

Automated, ‘best available’ decisions to manage agents and balance work load, 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 SMEs 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

Collections

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