The Joy of CX: One Prospect’s Tale

August, 2021

A visitor at Sytel HQ recently talked about their experiences with a variety of companies around the world, as a new customer. Do any of these examples sound familiar?

The joy of CX?

We hosted a visitor at Sytel HQ recently who has done a lot of international travelling in the past year, despite lockdowns. They talked about their experiences with a variety of companies around the world, as a new customer seeking to do business.

It was an interesting snapshot on one person’s view of customer service.

Here’s their account of typical experiences, taken verbatim.

Multi-media CX

Your first way in might be an inbound call. It’s fairly easy to track down a phone number to call. But wait times may be many, many minutes and the service may do its very best to persuade you that your best option is to hang up and go visit their web site. “All the information you will need is laid out there in a very clear way.” Or, you may be allowed to enter your number to get a callback, which may or may not then happen.

So you figure out that an email may be the best bet. But try as you might, there is nothing to be found on the web site. Except of course complaints and feedback forms which make it clear that they would love to hear from you and that their mission is to respond within three working days!

What about sending an SMS? Well, there’s no number to send it to.

What about social media? Most companies comb their social media sites for customer comments and feedback. You may get lucky, but not if you are looking for quick service.

The website may suggest you try a content-rich bot. “Answers to all your questions are there.” Maybe, if you have the patience.

If you are really lucky you may find a live agent available on Chat to actually exchange messages with you. It happens, and since the session is almost certainly being recorded, they won’t want to let you down. Hurrah!

Try it yourself

Food for thought. If you are a contact service provider, what is your first reaction to all this? “Not me!” We hope you are right. But try contacting your own company as an unknown prospect keen to buy. Whether you believe your own marketing messages or not, this is a great audit exercise to do.

To be fair, in all the cases above, the potential customer was passing through and new, so the companies they were contacting had no profile for them and hence no knowledge of their buying intentions. But there are tools and techniques allowing you to do a much better job and delight not just existing customers but potential ones as well.

Feel free to talk to us and explore how the best contact center solutions can help your business.

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