Unified Communications In The Contact Center – Part Two

March, 2010

The contact center industry should be asking its UC vendor community for detail on how their technology can provide solutions to challenges specific to the contact center.

In order to get to grips with the detail of unified communications in the contact center, we need to look beyond the marketing hype.

The question when assessing unified communications has moved beyond ‘find me a vendor that delivers feature X’ to ‘find me a solution that integrates with our legacy infrastructure, enables easy collaboration, and connects customers to our potentially farflung workforce in the manner and at the time convenient for them.’

To aid the assessment, the contact center industry should be asking its UC vendor community for detail on how their technology can provide solutions to challenges, such as those above, specific to the contact center.

In our view, the key challenge facing contact centers today is to be able to deliver new contact channels quickly and effectively without having to make lots of technology changes, or integrate disparate systems. This requirement is driven by customer demand, and legacy telephony architectures just won’t deliver.

So perhaps the first question to ask your vendor in these uncertain times is:

  1. Can they deliver a UC-capable call center platform without impacting your cash-flow and overall costs of ownership?If you are convinced by the resounding affirmative answer(!) to question 1, here are a few more to try:
  2. Can all media types supported by a contact center platform be managed within a single task queueing framework? This is essential for managing workload across different media types and for reporting / accounting.
  3. Can presence management be used to contain agents and enforce a mode of operation, rather than provide ballooning contact ‘possibilities’?
  4. Is queue management and traffic prioritisation media-agnostic? For example, can the platform blend seamlessly and automatically between outbound voice, inbound chat and incoming e-mail processes?
  5. Does the agent application framework allow the different media types to be processed with some common standards for session management and look-and-feel?
  6. Is the contact center platform, and the application framework able to support the behaviour of different types of media? For example, a contact center agent should not as a rule be dealing with more than one voice call at once, but may be able to manage several chat sessions in parallel.Finally, let’s not forget:
  7. Contact centers are used to having to adopt new media types for their clients’ business programs. Ask your vendor how their platform enables quick and easy integration of new media types (without incessant upgrades, risk and cost).

Read part one of this two part blog here >>

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