The Nature of ACDs

May, 2021

It used to be that the ACD did one job; distributing calls in queues to agents. As the contact center industry evolved, so did the job of the ACD. All these things have had an impact...

ACDs – a complex landscape

The ACD landscape for enterprise customers has become increasingly complex in recent years.

It used to be that the ACD did one job; distributing calls in queues to agents. As the contact center industry evolved, so did the job of the ACD. All these things have had an impact:

Now this is just in terms of the core operation of the ACD. Contact centers today measure and monitor a great deal more than in the past.

ACDs today

The average ACD in use in the enterprise today is likely to be a bolted-together solution. It doesn’t matter whether this comes from a well-known ACD brand or is a ‘true’ cloud contact center solution.

With legacy offerings it is generally easier for manufacturers to integrate a new component into an existing design when adding support for one of the things above. Over time this leads to a clunky and over-complicated solution that requires specialist knowledge to administer and support.

If you work with a true cloud solution, you’ll have to build most of the above on top of the cloud provider’s core offer. This leads right back to the same problem of having to assemble your own ACD.

Delivering a rich and resilient cloud ACD

There is a different way to solve this problem, but it requires bold decisions to be made.

Building a functionally rich and resilient cloud ACD takes time and a long-term investment mindset, so taking a current ‘true’ cloud ACD offer and building what you need to run a sophisticated operation is out of scope for most enterprise contact centers.

To deliver the functional needs of the enterprise, most users are stuck with proven legacy solutions. Yes, you can deploy point solutions for different channels and somehow manage agents channel-hopping, but it isn’t holistic or futureproof.

Cloud provider stacks may provide the answer, but the ACD itself still needs to manage the contact center estate as a whole. As long as the cloud provider stack provides a conference model, where different parties to the conversation can be managed independently, this allows for a stateful ACD engine to track and manage resources properly. Conference models enable deterministic resource management regardless of the type of media for the underlying session. This enables load-balancing and blending to take place across the whole media landscape. It also has the added benefit of fast switching for voice (sub 100ms as opposed to seconds for SIP transfers). Making a stateful engine that deploys to cloud naturally, and that can multiplex and scale effectively, is the key to providing enterprise ACD solutions for cloud that can manage:

  • the agent pool (both human and robot) to make the best job of meeting competing demands across many different channels.
  • automation of service level management, which in a multichannel context becomes impossible for supervisors to manage manually
  • automation of blending across the whole media landscape to ensure maximum utilisation of skilled agent resources.

 

If you would like to know more about the Sytel ACD solution, then 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