‘Omnichannel’, ‘Predictive Dialer’, ‘ACD’…
These terms can hide or reveal all kinds of hidden treasures that buyers need to be aware of. All vendors claim to do ‘omnichannel’, but what does this really mean? (See our blog – Omnichannel, Customer Journeys And Contact Center Performance – where we discuss this.)
The Evolution of the ACD
So too with ‘ACD’. All contact center vendors offer one, but as we have discussed in our blogs before, there are many varieties of ACD. In the early days, there were simply routing engines for voice calls, using simple rule sets. And they operated in silos with no thought for resource utilisation and constraints in other contact channels.
Then came automated blending with outbound voice. Do it right and you don’t need to abandon an outbound call in order to move an agent from an outbound queue to pick up a waiting inbound call.
And routing logic got better. So you could examine an incoming call and decide which agent or queue to assign it to. And for most ACDs that’s as far as they get to.
But there’s more …
The Omnichannel ACD
We live in a world of multiple contact channels and it is reasonable to expect that contact center agents should be able to manage any and all of them – even several at once.
So, the challenge for the ACD has been transformed. It must no longer manage just calls (i.e. voice) but chat, social media, email and so on too. It’s a far cry from the siloed ACD of just inbound voice only.
There are a lot more moving parts and possible connections between agents and customers, and the human brain is incapable of managing them all.
Introducing Intraday Automation
In order to get sessions to the right or best agent, deploy resources optimally and deliver the best possible service to customers, the right solution has to be automation. Human beings alone just can’t achieve these objectives.
So, move forward to a world where we know what skills our agents have and what the SLAs are for all of our queues. Reasonable? Of course.
Using this information, automation can effectively blend across all contact channels and in the process, free supervisors from the impossible task of doing this themselves.
There’s strong correlation with the challenge for outbound. Many dialers still require human intervention, but the best dialers don’t and are (or should be) fully automated.
And there is a new (well, new-ish) term for this – intraday automation. If your ACD vendor hasn’t got there yet, ask them ‘by when?’ Or just talk to us.
What We Offer
Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
Contact Center Platform – Enterprise
High performance platform to drive contact center productivity – cloud, on-premise or hybrid
Blended Media Desktop
Fully customisable, multi-channel, multi-session workspace
Browser-based tools, no software installation required
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
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 Channels
Voice, chat, email, social, etc – fully integrated and blended
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
Highly flexible unified web UI for agents, supervisors and administrators
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
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
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™
Automation to optimise any outreach strategy
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Performance and efficiency for a wide range of business applications
By Business Type
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
Connect quickly to well equipped agents
Best-of-breed predictive dialing with CATI integration
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Secure, highly-configurable multichannel communications for excellence in patient care