Keeping Things Simple

March, 2016

Managing campaigns and setting up work queues; contact centers need to be mindful of the personal touch.

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), 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