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

Flexible Contact Center Platform

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

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

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

All Media Types

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

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

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

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

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

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™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

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

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app