Mobile Apps And Contact Centers

October, 2014

Mobile apps are commonplace these days. But for businesses offering a mobile app, how joined up is it with their contact center, and does it need to be?

Mobile apps are commonplace these days; everyone with a mobile phone or tablet will be aware of them and most likely have downloaded a few. But for businesses offering a mobile app, how joined up is it with their contact center, and does it need to be?

In most instances apps are rated providing potential customers with a view of others users’ recommendations. It is therefore in the supplier’s interest to make the app as appealing and helpful as possible, especially in accessing the contact center.

Two key simple rules to start:

  • Firstly, make sure the app is fit for purpose on the mobile device and not something that was designed for a desktop and subsequently mashed into the mobile realm as an afterthought.
  • Secondly, correctly set the customer’s expectations and provide services and information the customer will want and find useful. This may sound obvious, but frequently the customer is frustrated when they want to self-serve what appears to be a straightforward activity but end up having to place a voice call because the app failed to provide what they consider to be a basic level of information. If the app includes functionality for the customer to communicate with the business, using voice or chat, then it must be obvious such functionality is available and be simple for the customer to activate. However, if the app is more limited and does not accommodate these services, the customer must be able to find the information they need but clearly understand that communication with the company will require additional work on their part, such as noting a number down and manually dialing.

Development of a mobile app should therefore not only put the customer at the heart of its design, but the contact center should also feature in its planning. By making sure the customer knows what to expect when using the app, both the agent and the customer will enjoy a positive experience should the process result in a communication. And of course, the customer will decide how they choose to communicate, it may be via; voice, chat, email, text or any other method offered.

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