Technical Support – Can You Help Me?

November, 2010

When contact center software and hardware fails, what level of technical support and customer service do you expect?

This month we look at the level of product technical support you should expect from your supplier.

It is a fact of life that contact center software and hardware sometimes fails. Why? Because new software is installed that isn’t fully compatible with some third party product, environments change, networks lose connectivity, hardware breaks, and so on. Arrangements can be made to mitigate the effects of this through resilient software and comprehensive redundancy, but even then unforeseen issues can occur and when they do, you might need to contact someone who can help with your problem.

Imagine if you were then told “Sorry, but your support contract does not include immediate assistance. We will get back to you in a week.” Aaargh!

At Sytel, we believe that first class customer service should be available to all our customers and then priority should be given according to the severity of the issue.

Consider Rolls Royce and their airplane engines, for example. They offer the Engine Condition Monitoring service, monitoring engine performance in flight, and recommending preventative maintenance actions if it deteriorates.

If you are a frequent flyer, this should be of comfort to you! The issue of engine failure can be a matter of life or death, so it is very reasonable and perhaps necessary to provide this level of preventative care.

Although some might argue that call center operations are life or death, too, there are really only a few operations for which this is true. For instance, if your call center provides cover for emergency services, you need to be up and running 24 hours a day and therefore need 24/7 support. A lack of appropriate provision might well mean life or death.

But for most contact center software users, downtime during a shift means either lost revenue, or wasted agent wages, or both. Therefore a level of care should be offered that recognizes the commercial impact of this downtime.

For ‘system down’ situations, at Sytel we always strive to respond immediately, no matter what time zone, system/ customer location or type of operation. In all other cases, we believe that there is a minimum level of response that all contact center software vendors should offer and that is the policy we have been following at Sytel for many years – namely to respond to all support issues within one hour.

Regardless of what the issue is, our belief is that if customer or partner is going to entrust you with their business, then they deserve to be supported in this way. It doesn’t always mean that there is an immediate answer to the issue in hand but, if not it lets the customer know that you are alert to their questions and concerns and will provide a timely response.

If you are a customer who doesn’t get timely responses to your issues and questions, then in today’s demanding business climate don’t be scared to ask for more.

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