Joined-Up Vs Silos

January, 2015

Some silos exist for valid reasons but others are costly and cause both customer and agent frustration.

Valid reasons exist for silos to be built and operate in organisations; regulatory and business focuses are two obvious examples. Silos also grow naturally as departments expand and companies evolve since an easy way to limit a department’s workload and maintain order is to create a silo! But silos rarely come without explicit or hidden costs. For example it can lead to activities being duplicated with different people in different departments doing the same fundamental activity.

And consider things from your customers’ viewpoint. In a digital age, customers are less likely to want to repeat themselves and re-establish security clearance each time they are passed from one department to another in a single phone call. Your systems should be able to pass the customer information along with each call transfer, increasing customer history as it passes from one agent to another. If your competitors provide customers with a seamless, effortless journey you know where they will go. Everyone loves the slogan; “one-stop shopping”, but do your systems allow this, or is it just a message that your marketing people insist upon?

It isn’t only customers that like joined up systems, so too do call center agents. The number one gripe from them is having to cope with disjointed processes that cause them to always be on the receiving end of customer vitriol.

Of course ripping out several systems and replacing them with a single joined up one is fraught and must rank in the stress charts alongside divorce and moving house. To add to the pain, this is not a one-off process. It is a continuous process and requires a very flexible approach to software architecture.

We know full well that pressures to provide upgrades and new systems in our industry mean that notions of flexible architecture and joined up solutions are often seen as luxuries. So the prizes may go to those who can just provide something that works quickly. Sometimes too, grand visions hold sway, but eventually lose buy-in because they simply take too long to implement.

Avoiding silos and giving customers a joined up solution isn’t easy. It does mean being demanding of your software provider, whoever they may be, so that you avoid the twin pitfalls of both silos and impractical visions.

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