The Onward March of Internet of Things (IoT)

April, 2018

The Internet of Things (IoT) is being touted as becoming ubiquitous and the panacea for all known ills. Unfortunately, such a utopia will not happen anytime soon.

The Internet of Things (IoT) is being touted as becoming ubiquitous and the panacea for all known ills.  There is a romantic vision that cheap sensors will be attached to everything and all our lives will be made easier because service providers will act on the information generated by all the things to prevent failures and resolve any outstanding issues.  Unfortunately, such a utopia will not happen anytime soon.

Sure, the introduction of sensors to anything that might need to let something else know how it is performing is relatively straight forward.  Then the questions come.  What information should the thing provide? Is that information secure?  How often should the thing transmit information?  And so on.  Assuming these questions are answered, there is then the hurdle of protocols.  IoT is still very young and as such there is no standard protocol across the industry.  Many IoT protocols are currently proprietary which can turn out very expensive and limiting as a company can get locked in to one supplier.

Now let’s fast forward a few years to when the IoT industry has figured better what information it needs and, crucially, industry standard protocols are in place.  Similar to the evolution of WebRTC where it crept in to companies’ psyche and solved a multitude of problems they never realised they had, so too will IoT become a fully paid up member of IT space!  Endless sensors will transmit huge volumes of valuable secure information to conscientious companies who plan to do great things with that data.

So, what happens then?  Live agents in contact centers will be needed to deal with the many requirements and exception conditions that IoT won’t be able to manage, such as urgent assistance to a patient whose heart monitor is failing or arranging a boiler service to prevent a potential failure that has been detected.  AI and virtual agents will carry the burden of IoT actions and responses, there will be many such occasions where triggers are missed and problems not identified.  All such failed instances will be best handled by a human agent who can apologise appropriately, manage customer frustrations and find a solution, thereby saving customer loyalty and company reputations. 

The live call center agent is dead?  No, long will he live!

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