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?
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.
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?
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 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
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
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
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
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
Highly flexible unified web UI for agents, supervisors and administrators
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
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
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
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Performance and efficiency for a wide range of business applications
By Business Type
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
Connect quickly to well equipped agents
Best-of-breed predictive dialing with CATI integration
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Secure, highly-configurable multichannel communications for excellence in patient care