The Shifting Sands Of Social Media

June, 2011

As the sands of social media shift at a fairly bewildering rate, prepare for an avalanche of social media analytics tools. But effective analytics is not going to be easy.

Social Media? Don’t we just love new things – a welter of conflicting ideas, lots of sales pitches, lots of failed trials. But hey, that’s how we learn.

We will be setting out our stall on social media very shortly, and one thing is for sure: this strategy will evolve as the sands of social media shift.

Three things are also very clear

  1. Social media should be part of a genuine unified communications offering so that agents can be easily switched between social media and other queues as workloads, service levels and agents skills allow/ dictate.
  2. Be prepared to constantly revisit your strategy in response to the fairly bewildering rate at which social media, and how it is used, evolves.
  3. Be prepared for an avalanche of new social media analytics tools.

If you think that effective analytics is going to be easy, take a look at this discussion at Starbucks’ facebook site, and consider the following.

Not many entries, but just consider the different ways in which Starbucks might deal with this data. Obvious? We don’t think so. In the first place, you can bet your bottom dollar they will have read it. But when is the right time to respond? Now, or wait for a few more posts first? And where to respond – in this topic, or via other means? Should particular weightings be attached to any particular post, or should they be treated equally?

This kind of topic needs not just a well-trained agent but some top marketing resource in the company to make sure that the response is right and doesn’t spark a viral horror among dedicated ‘coffee only’ Starbucks followers.

Designers of analytic packages have a real challenge on their hands. The winners will be those that allow customers the widest choice in how data can be analysed and interpreted.

We love you, Starbucks, and will watch with interest how you to respond to this.

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