Reinventing the ACD for the Modern Contact Center

February, 2024

With digital channels no longer optional, the traditional ACD, which solely manages the distribution of voice calls to agents, is officially redundant. Sytel's Automatic Session Distributer (ASD®) is the powerful replacement...

The Shift in Contact Center Operations

Over recent years the role of the Automatic Call Distributor (ACD) within the enterprise contact center has undergone a significant evolution. Gone are the days when ACDs solely managed the distribution of calls in queues to agents. The contemporary contact center demands support not only for current digital channels but future ones, too.

But the typical ACD deployed in enterprises today cannot support this. The result is often a patched-together solution from either renowned ACD brands or ‘true’ cloud contact center offerings.

Reinventing the ACD for the Modern Contact Center - past and present comparison

The Traditional ACD Journey

Originally, call centers were just that, voice only, and the introduction of the ACD was revolutionary in terms of efficiently distributing inbound and outbound calls within compliance frameworks.

Subsequent advancements led to call blending, enabling simultaneous handling of inbound and outbound calls for the same pool of agents to help out when service levels are challenged.

But the need for channels like email, SMS, web chat, video, and social media introduced new complexities. Traditional ACDs struggled to cope, often resorting to siloed solutions resulting in reduced efficiency, complex management, and a below par customer experience.

The Challenges for Both Legacy and Cloud Solutions

Legacy ACD solutions tend to become more complex over time as new components are integrated. For cloud solutions, this can mean additional layers being built on top of the provider’s core offer – an assembly challenge.

Yes, point solutions for different channels is an option, but it lacks holistic and future-proof capabilities. Cloud provider stacks may offer some answers, but effective management of the contact center estate still relies heavily on the ACD’s capabilities. The solution lies in a stateful ACD engine that can manage resources across all media landscapes efficiently.

About the Sytel ASD® Solution for Modern Contact Centers

To address the challenges posed by modern contact center operations, the Sytel ASD® (Automatic Session Distributor) represents a paradigm shift. It seamlessly handles multiple media channels and sessions for each agent, ensuring true omnichannel blending.

With the Sytel ASD®, enterprises can move beyond the limitations of siloed systems and embrace a future-proof solution that optimizes agent efficiency, streamlines management, and enhances the customer experience across all communication channels.

Reinventing the ACD for the Modern Contact Center - ACD/ASD Comparison

If you are looking for a CCaaS platform, built from the ground up to cope with the complexities of today’s multi-channel contact center, please get in touch for a free demo.

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

Work Anywhere

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

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 Channels

Voice, chat, email, social, etc – fully integrated and blended

Agent Multi-Tasking

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

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound 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

Drive operational efficiency, increase customer satisfaction & improve agent performance

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™

Maximum predictive dialing performance, 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™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

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

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Debt Collection

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care