Tearing Down The Silos

February, 2018

Organizations need to tear down the silos and create a unified system, one where agents can handle communications regardless of type, and reporting can be delivered from across the whole contact center.

Silos can be the bane of any organization. They originate from great intentions and the systems they encompass usually work perfectly well in their own right, but they make getting a seamless activity across the complete organization impossible. This is never truer than for a contact center.

Customers expect to use various methods of communication when they contact an organization. They may want to send an email one day, speak to someone the next and find it more suitable to use webchat three days later. And, they expect all those communications to be related with the subject matter continuing through each. Make the customer repeat their query every time and you may as well show them the exit.

Organizations need to tear down the silos and create a unified system, one where agents can handle communications regardless of type, and reporting can be delivered from across the whole contact center. A unified contact center not only provides a joined-up experience for the customer but can give the agent an exciting new outlook by providing variety to their workload. Instead of being locked to answering inbound calls, agents can be trained to handle a mixture of communications. Not only will the unified system blend different media channels across the agents according to the rules applied but it will also move agents seamlessly between different media queues to handle peak periods.

Likewise, the reporting available for a unified contact center will not only give a complete view of how campaigns and agents are performing but will enable a more thorough understanding of customer behaviour. Using the knowledge of how customers flit between communication types will make planning more effective and give a better decision on what is a priority, which would have been totally missed in the silos.

And the holy grail is that a unified system should ideally involve just one vendor. No difficult integrations with third parties and total clarity when it comes to support. It’s just one stop shopping.

Make sure your unified system is able to future proof itself and doesn’t become a silo itself over time. When new media channels come along and customers embrace them, your unified system needs to be open enough to easily accommodate them.

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 Platform

Softdial Contact Center™ - tightly integrated modules, 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

Automated, ‘best available’ decisions to manage agents and balance work load, 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

Collections

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