Impact Of Self Service On The Contact Center

May, 2015

Times have changed; the majority of customers try to self serve their own solutions before ringing in to a contact center.

Gone are the days when customers would ring in to a contact center for every query they had. Now the first action a customer often takes is an attempt to ‘self-serve’. The way customers try to track down answers for their queries varies and may depend on where the customer is, what method of communication they have to hand, how much time they have and the urgency of the query.

The vast majority of people now have a smartphone to hand at all times, which serves as their window on the world, so your company’s website is most likely to be the first place they look. Customers expect this to be an easy to use source of information, providing clear answers for frequently asked questions. However, if the answer cannot be found, it should be obvious what the customer’s next action should be to resolve their query; if there are different numbers to call for different types of query then this should be clear along with opening hours. Inviting emails to be sent to specific email addresses can also be helpful but only if you plan to acknowledge the email and follow-up with a timely response.

Some customers might prefer to use chat or SMS whilst multi-tasking with other activities. Virtual agents can be used for such online conversations, providing an effective, cost saving way to quickly handle customer interactions. But, take note, the quality of the automated conversation doesn’t happen by chance; make sure you invest the required time and effort to analyse what the most commonly asked questions are and create suitable answers accordingly.

If the customer’s quest to resolve their query does result in them making an inbound call to the contact center and speaking to a human make sure the agents are ready and able to handle those calls. Having weeded out the high volume of less complicated queries through self-service, the agents must be prepared for more demanding questions and, sometimes potentially, slightly exasperated customers who might feel a sense of annoyance at having failed to resolve the issue themselves. Human agents must therefore up their game in both knowledge and empathy so be sure to give them all the tools that will help them quickly handle customers’ more stretching demands.

So as your customers move to self service, then those contacts that do get through to live agents are going to be more challenging – which is no bad thing!

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

  • Contact Center as a Service (CCaaS)

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

  • 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


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 Workforce Management

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

  • 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


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 dialer; maximum 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


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