Smartphones Taking Over As Contact Device Of Choice

July, 2015

Make sure your customers can do what they want using their smartphones.

It feels as if we are on an express train that is just getting faster and faster. Is there no end to the improvements in technology or the speed at which it gets to market? Only yesterday we were ecstatic because we could access the internet using a noisy dial-up method with a PC that occupied half the dining room table and tied up the phone line for hours. Today, we have far more powerful technology adorning our bodies, while silently downloading data wirelessly. However, it does appear that the personal technology of choice, at least for the moment(!), is the smartphone.

Nearly everyone reaches for their smartphone when they need to find something out and organisations know they need to make that quest for information as easy as possible. The challenge is to provide the functionality in apps, in an intuitive way, so customers can smoothly service their needs.

So how is this relevant to contact centers? What the smartphone is doing is enabling and encouraging huge growth in traffic with contact centers, using both text and voice media.

And this matters hugely when it comes to applications. In days of old, the challenge for vendors like ourselves was to provide great application environments for agents to work with. This meant ensuring that the agent desktop provided access to a whole range of data and services, usually in response to an inbound call.

Today the same access to data and services has shifted to the smartphone. Of course the agent hasn’t gone away, but the customer is much more in the driving seat. And he expects everything. Self-service when it is straight forward, otherwise a live agent on demand, so that he can do his business quickly and move on.

Underlying all this is non-stop innovation in software – no more so than in the scripting applications that are deployed to manage not just agent desktops, but now the demand by users to have all voice and text functions available on their smartphone as well.

Most users hate piecemeal solutions so the task for the contact center industry is to provide scripting solutions which not only do their traditional job of supporting agents, but now also rise to the challenge of the smartphone. Users are looking for joined up solutions, which enable them not just to make a call, but send a text, check their account details, engage in a chat, reply to an email.. all by a single touch on a company logo on their screen.

It is a great challenge to have. If it is challenge you are facing and you are looking for new ideas on how to proceed, feel free to 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

    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