The Challenge of CX

December, 2018

Customers can face challenges when trying to contact you. Let them contact you however they choose and turn their problem in to a great experience.
Your customer has a problem.  This problem will lurk in the depths of their subconscious mind for hours, perhaps even days before it finally goads them into taking action.  And that action is to find some way to get in contact with you.

As problems go, theirs is not the simplest to resolve.  If it were simple your customer would use your online portal.  Instead this is the kind of problem that falls between the cracks of automated customer service.  It is the kind of problem that requires a telephone conversation with someone from your organisation.

While your customer suspects a phone conversation will be required the idea of sitting in a queue waiting for their call to be answered is thoroughly unappealing to them.  So, they send you an email.  The email flows through your system and is automatically distributed to one of your employees – Peter. Peter sees that this problem really needs a phone call to resolve it, so he sends an SMS back to the customer which allows them to schedule a time they would be available to receive a call.  The customer is really grateful for the swift response and much prefers to be called back rather than waiting in a queue.

At the time defined by the customer Peter is freed up so he can call your customer.  The system dials your customer but unfortunately at that time they are on the phone and can’t take the call.  No problem!  15 minutes later the system retries and soon Peter is talking to the customer.

As Peter talks to the customer his computer screen shows him relevant data pulled from the various systems your company uses, which Peter can utilize to get to the heart of the issue more quickly.

However, Peter still needs to check up on things a couple of days later.  An SMS has been scheduled to be sent two days after the phone call to ensure the customer is happy now that the problem has been resolved completely.

Two days later and all is well.  The customer is happy.  So happy in fact that what was once a niggling problem has become a warm, positive feeling about you and your service.  This leads them to want to contact you again to get more of the service that you provide.

So your customer contacts you once more, this time via inbound web chat.  An automated chat responder identifies the customer in your database.  This in turns identifies the specific need they have.  As he has communicated with this customer in the past Peter is identified as the best person for them to speak to.  So, Peter is blended into a chat conversation with the customer.  A combination of Peter´s good relationship with the customer and the fact that his screen is showing him relevant information about the customer means he can easily ensure they get more of what they want.

There is no longer a problem lurking in the back of your customer’s mind.  His good experience has replaced it, with a recommendation.

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