The Evolution Of The New Agent Desktop

September, 2010

This month’s blog looks at the current and forthcoming challenges faced by contact centers at the agent desktop, and outlines a way forward for contact centers struggling to cope.

This month’s blog looks at the current and forthcoming challenges faced by contact centers at the agent desktop with call script software, and outlines a way forward for call centers struggling to cope.

Until now, there have been a couple of possibilities at the agent desktop, each with its own drawbacks:

  • CRM software(Customer relationship management software)
    Great out of the box, but may take considerable effort and programming skill to integrate into a legacy environment. As most CRM software grew out of the corporate world they are built to manage and organise customer data. As they were not designed and built specifically for call centers, it is increasing difficult to make a straight CRM system do the job required of it. Even with an easy visual page designer, the fact of its design limitations remains.
  • The Home-Grown Solution
    Those (increasing few) players with in-house IT expertise can build their own calling script tool. Following the necessity to be web-based, this means typically, ASP.NET, PHP or Javascript. The problem is that as time goes on, programmers move on, code is extended and the system can become a tangled mess before you know it – unwieldy, unmanageable and unstable.
  • CRM plus Call Script Software
    This has been the standard for many contact centers, and addresses many of the current needs. But how will it fare faced with imminent challenges?

Two needs are becoming increasingly apparent:

  1. To customise each project to a different set of requirements. If you are to stay in business you have to be able to say, ‘yes, we can do that’. Chances are you will be asked to stretch your capabilities beyond that which is currently available.
  2. To accommodate an increasing range of contact options. Life was simple when the choice of consumer contact was either landline (fast) or mail (slow). Now there is a need to handle email, SMS, chat, voice and increasingly video.

So how can you fulfil these requirements? You can’t pass them on to your software vendor; by the time new requests have gone through the development, test and release cycle, either the business has been lost, or requirements have moved on.

So you are left with frustration, rather like being stuck driving behind a slow moving tractor. What you really need is the ability to take matters into your own hands, press the accelerator and overtake; you need the power to create, extend and integrate your agent script software without the need for a large IT department; to meet requirements yourself, to extend the functionality of the core product in the way that fits your circumstances.

Consider this example:

You have a database of 10 million customers. The requirement is for separate contact strategies for those who prefer contact by phone, email, Facebook, SMS. What do you do?

You need software that can

  1. handle any media type, and connect to the various necessary APIs
  2. manage the workflow involved in queuing and processing for each type

Maybe you have spent a good deal of effort on creating an agent script environment that works for you, and you don’t want to ditch it. Therefore you need software that will allow you to link directly to other services, in effect extending functionality without rip and replace.

You also need a sandboxed execution environment so that should anything stuff up, there is no impact on production.

If this makes sense to you, and you feel like you are stuck behind the tractor with your current setup, talk to us. We should be able to get you moving.

P.S. We usually try to keep any sales message at least subliminal but we see so many call centers struggling, we decided to be a bit bolder in this blog.

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