Online dating websites are plentiful. Their measure of success is the percentage of clients who go on to form successful relationships (i.e. customers who achieve satisfaction from the service). The #1 site is that which achieves the highest percentage of satisfied customers. So how does the #1 site get to be #1? By
- taking a detailed snapshot of a personality – not just age, sexual preference, etc, but also likes, dislikes, hopes, fears and other character traits
- using some smart rules to suggest potential matches
Customer service operations have a similar challenge: to route a caller so as to achieve the maximum value/ fastest resolution/ greatest satisfaction, in the shortest time, involving the fewest people. Probably the best way to meet this challenge is to adopt a similar approach to the dating website:
- build an instant profile of the caller, and
- use smart rules to route the call to the agent most capable of handling it
Research suggests that investment in smart call routing solutions may be just as important as investment in keeping wait times down. Why? Well, consider a high quality restaurant; customers generally don’t mind waiting as long as the food is excellent. Similarly, when it comes to customer service, users by and large don’t mind waiting provided that their reason for calling is satisfied. This suggests that effort and investment in the call center, as well as being spent on maintaining short wait times, should also be spent on smart call routing, agent training and equipping, so that calls get routed to the agent with the best chance of satisfying the customer need.
So, back to our dating example: how does a call center build a profile of the caller? As soon as a call comes into a queue, some data may already be visible. This data falls into 2 groups:
- Data that does not enable identification of the caller:
- IVR route – the caller may have selected particular options
- DNIS/ DID – the caller may have dialled a particular numberThis is useful data, but doesn’t really enable a tailored routing effort. However:
- Data that does enable identification of the caller:
- CLI – calling line identity
- IVR data captured – the caller may have entered particular details e.g. account number
Here’s where ‘smart’ gets smarter. Any captured data unique to the caller’s identity enables the searching of CRM databases, which can then reveal a great deal of useful information, including:
- account history – e.g. he has an outstanding bill, or she is a high-value customer
- interaction history – e.g. he has been abusive in the past, or she often returns purchased items
- language preference – e.g. his first language is Spanish
The ability to interrogate multiple line-of-business databases instantly opens up a wide range of possibilities for using that intelligence to connect the caller to the best possible agent, e.g. a collections agent, an agent with conflict resolution training, or a Spanish speaker. Doing so increases the chance of that agent being able to resolve the call quickly without transferring, thereby keeping costs down and customer satisfaction high.
Like a dating website, smart contact centers invest in smart routing solutions to increase the chances of a match made in heaven.
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
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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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
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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
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Maximise agent productivity with best-of-breed predictive dialing
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Secure, highly-configurable multichannel communications for excellence in patient care