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

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