With apologies, this month’s blog is a bit of a history lesson on contact center scripting.
Back in the 1990s the two essential components of a contact center solution were a scripting application to model agent processes and CTI integration to allow first-party control of the PBX or ACD turret.
Legacy scripting died a death around the turn of the millennium as existing vendors failed to re-architect for the web and to provide extensible and all-encompassing models such that IVR, voice, fulfilment and other business transformation tasks could all be achieved with the same toolset.
Sytel was lucky enough in 2004 to have as a first task for our embryonic scripting solution to develop integrated IVR before a replacement for the traditional agent desktop. This forced us to think long and hard about how to make scripting an all-encompassing tool for real-time contact center processes. This led to a number of design conclusions:
- An agent is an agent is an agent. Whether human or robot, and dealing with voice, packet media or even no media, the ACD needs to treat all agents equally. This allows sessions of any type to be handled seamlessly between robots and humans.
- You can never have enough LEGO® bricks. Good scripting allows non-programmers to build contact center flows using the tools at their disposal. Providing a large toolkit is good. Providing a toolkit that can be extended is better.
- The design of scripting should promote re-use. Write a ‘get-through-the-gatekeeper’ script that works; a good scripting solution should enable reuse of that component. Most modern software re-uses existing good ideas and constructs; we may be dwarves but we stand on the shoulders of giants.
- The UI layer should be abstracted. In the 14 years since Sytel first produced a scripting product we have been through 4 different web interface technologies. This was only possible through abstraction. The UI landscape changes continuously.
Today Sytel’s Scripter is deployed in many different contact center contexts and continues to grow and evolve.
The magic that this blog’s title implies is simply providing the ability to evolve an application by smart design. This has proven critical to ensuring that, regardless of how the industry’s requirements shift, these can be met without foisting endless upgrades on end-users. It also minimises time-to-market for new end-user applications. Need to integrate an AI bot with a dialog tree application for chat? Simple! If you build new LEGO® bricks this takes days rather than months.
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 Software
Softdial Contact Center™ – rich functionality, all-in-one, 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
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
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
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
Highly flexible unified web UI for agents, supervisors and administrators
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
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
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
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Performance and efficiency for a wide range of business applications
By Business Type
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
Connect quickly to well equipped agents
Best-of-breed predictive dialing with CATI integration
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Secure, highly-configurable multichannel communications for excellence in patient care