Joined-Up Systems, Joined-Up Journeys

March, 2019

Great architecture is key. A solution that can maintain state for all agents and sessions, that can scale easily to handle thousands of agents per tenant and delivers dynamic queue management, blending and session history tracking is fundamental. Everybody needs systems to be joined-up.

Challenges within the contact center continue to grow as technology advances and customer expectations increase.

One of the biggest challenges is the lack of visibility of what is happening across all channels. Your contact solution may be multi-channel, but does this mean that agents and customers have visibility across all channels, or are channel activities siloed?

For example, any time an agent has an active session with a customer, they should be able to view the customer history, no matter what media type was used, be it voice, email chat etc. And of course, it matters for customers too. There is nothing more annoying for customers than to find as they get switched between agents, or use different media types to engage with a contact center, that the current agent they are in contact with has no access to their session history.

So the message for contact centers as they go multi-channel is to remember that you can’t just install new systems to manage particular media types, e.g. email. You need to integrate your new systems into a single contact center platform. And in doing so you need to ensure that agents can dynamically track everything that a customer has been up to. Otherwise your costs are going to soar and your service fall as you are faced with a lack of consistency, inability to report clearly and management inefficiencies.

Servicing customers properly also means deploying your agents in an optimal manner. Workforce planning helps, but the real challenge is to be able to respond in real time to SLA breach, by moving agents with the relevant skills between queues. When the Automatic Session Distributor (ASD) has full visibility of all agent and customer activities, then it can meet this challenge. And it can do so in a much more efficient manner, than the supervisor. Everyone remembers the term “call blending”, where inbound and outbound voice channels got blended. To meet the challenges we are discussing, your ASD needs to do media blending. And that is a big step up from where we used to be. In practice this means you could be blending a chat queue in the UK, with a live voice queue in the US.

Keeping agents’ knowledge up to date can have a major impact on morale and motivation. Get it right and you can enjoy a loyal workforce. Get it wrong and you will be constantly recruiting as agents exit through the revolving door. Having an effective multichannel environment enables agents to handle all media types, providing them with a varied and refreshing work load. However, if agents work in silos and are unable to move easily between channels then training costs increase as they regularly need to be trained on different systems.

And it is not just a question of joined up systems for agents but devising product and user interfaces that provide the same look and feel, throughout what the agent does, whether he is responding to an email, handling an inbound call, or responding to a chat request.

All these issues come back to great architecture, which is the key. A solution that can maintain state for all agents and sessions, that can scale easily to handle thousands of agents per tenant and delivers dynamic queue management, blending and session history tracking is fundamental. With such a system there is no reason for any customer experience to be dis-jointed. Joined-up systems delivering joined-up journeys – it’s what everybody needs.

If you would like to learn more about how SCC enables the activities described in this brief article just get in touch with us at sales@sytel.com and we will be happy to show you.

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