The Rise Of The Machines

November, 2016

What is the future for contact center agents? Will they become redundant? Hardly! If anything, the contact center agent will have a more important role than ever before.

There is much talk about automation in the news at present. Robots are replacing workers at car factories, Artificial Intelligence (AI) is being used in ever more situations and there seems to be a sense that we will all soon be replaced by machines of one sort or another.

This also applies to the contact center industry. Wise companies have invested in creating portals and mobile apps that allow their customers to use and change services with little, if any, human contact. The Internet of Things (IoT) has given us consumer devices that can automatically advise companies of their customers’ needs. And when a customer needs to ask a question very often an AI agent will interpret the question and provide an answer.

This is all highly efficient of course and very good for the customer. The customer doesn’t want to wait in a contact centre queue if they can help it, plus the reduced need for manpower will reduce the cost of whatever service is being provided.

What future then for contact centre agents? Are they redundant? Hardly! If anything the contact centre agent has a more important role than ever before, for two reasons;

Firstly, no matter what marvels we work with AI and automation there will always be customer issues that fall through the cracks. So placating a frustrated customer, addressing the issue thoroughly and sealing up that crack for the future requires a highly capable and responsible agent. This is not someone who just answers questions or reads scripts – but rather a customer service expert, an analyst and a trouble-shooter.

And secondly, consider how your relationship with a company is shaped by its employees, and how much more likely you are to buy something when you have spoken to a charming, knowledgeable and helpful employee. Each interaction creates the opportunity to build a lasting emotional relationship between customer and company, buyer and seller – one human to another. That relationship is gold.

So the future agent is a representative of your company who can make the difference between a faceless automaton and a company with character who cares about its customers.

So what does the contact centre need to do in the future? As simple as always but more focussed than ever: people who can communicate well with customers are a scarce resource. Their time must be managed in the most efficient way, and that must be done by well-designed software.

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