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

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