Mining Relationship History

July, 2019

When two friends talk they will subconsciously reference all the moments they have shared. If an agent speaking to a customer can perform a search of all previous communications they can quickly get a sense of the needs of the person they are talking to.
It can be difficult for organisations to maintain good communication when talking to customers, each time they speak to a customer they have to spend time gathering necessary background information.

The importance of good communication

A conversation between two individuals flows smoothly when both parties understand each other. Good communication requires that both sides speak the same language, and use the same words to refer to the same things. When that doesn’t happen frustration will ensue and the relationship will inevitably encounter difficulties.

For organisations talking to their customers it can be especially difficult to maintain good communication. While an organisation may contain certain individuals who are great communicators, each time they speak to a customer they have to spend their time gathering the necessary background information.

Finding a solution

There are tools that go some way to overcoming this challenge.

A customer database system such as a CRM (Customer Relationship Management) contains key information about a customer and can provide some context to a conversation but typically this is statistical data, such as order numbers or balances. It provides some background, but people are more than just a collection of database columns and, to understand what they really want, takes more than this.

At Sytel we considered how individuals communicate to find a solution to this challenge. When two friends talk they will subconsciously reference all the moments they have shared.  That will include face-to-face conversations, WhatsApp or SMS chats, emails and perhaps social media interactions.  All of these combine to create the history of their relationship.

Customer history

Organisations should do the same.  To that end Sytel keeps its own history file.  This is a record of all conversations and interactions across all media types, for a particular customer.  And this can include transcribed recordings of voice calls.

An agent speaking to a customer can perform a search of all previous communications and quickly get a sense of the needs of the person they are talking to.  Gaining that context and understanding what a customer really wants are key to building and maintaining a great understanding and a great relationship.

The history file’s usefulness does not end there.  The file is accessible to other parts of the Sytel product. Chatbots, IVRs and inbound session routing can also make use of the data contained in it to gain insights into an inbound session and respond to or redirect it as needed, perhaps by sending a tailored chatbot chat or voice response, or perhaps by directing the session to a specific agent who has the necessary skills and knowledge to best handle the customer.

The history file serves as the organisation’s collective memory of each customer.

For more information about Sytel’s products just talk to us.

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