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), 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

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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 Types

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

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent 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

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™

    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™

    Best-of-breed predictive dialing 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™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • 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

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app