Do you ever struggle to understand the jargon in our business? Well, we are probably all guilty sometimes of using marketing terminology to dress up our offerings, put one over the competition – and confuse our customers in the process. This applies particularly in that space where multimedia and agents collide. At any point in time customers will have a preferred medium of choice, be it voice or email etc. And they also want to be taken seriously, which ideally means communicating with an agent who they know, or who at least is equipped with their session history and able to respond easily to them.
So how does this fit in with what contact centers are trying to do? In simple terms, contact centers just do two things.
Firstly, they manage campaigns for their customers where many agents may be assigned to handle material work volumes. For example, a campaign handling customer service, where customers call in to place orders and may be assigned to any agent depending on agent skill and customer profile. Or, it might be a chat campaign where agents offer help to people browsing a company’s website.
Common to these interactions is the fact that there is no direct link between the contact center agent and the customer. Does it matter? Well most times it does. Customers are likely to buy or interact positively when they are talking to someone that they have a relationship with. Perhaps less important, or unlikely in the case of chat, but definitely a big plus in the case of that inbound call.
Secondly, call centers set up work queues for their agents, where contact center interactions are personalised and the agent has the opportunity to build up rapport with customers.
So do call centers have a preference as to what kinds of work they want their agents to handle? Too darn right they do! Without exception they should all be clamouring for agents to manage their own work queues. Or to put it differently, they should all be bringing the personal touch to their communications.
How much time should agents spend on impersonal campaigns as opposed to their own work queues? That’s a subject for another day.
What We Offer
Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
Contact Center Platform – Enterprise
High performance platform to drive contact center productivity – cloud, on-premise or hybrid
Blended Media Desktop
Fully customisable, multi-channel, multi-session workspace
Browser-based tools, no software installation required
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 Channels
Voice, chat, email, social, etc – fully integrated and blended
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
Highly flexible unified web UI for agents, supervisors and administrators
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
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
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
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
By Business Type
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
Connect quickly to well equipped agents
Best-of-breed predictive dialing with CATI integration
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Secure, highly-configurable multichannel communications for excellence in patient care