Video Calling Is Here

December, 2017

WebRTC makes it possible for customers to communicate with contact centers with video calls and younger generations are making it become the norm. Video calling is here to stay!

We have talked about video calling and its benefits in some of Sytel’s previous blogs.  Now is time to reiterate that it has well and truly landed!

Younger people are generally more comfortable with video calling than those born in the baby boom years.  Having grown up with the likes of FaceTime and Skype, youngsters know no different.  They all have smartphones and take it for granted that their handset does whole lot more than just provide voice capability.  It is this generation that is driving video calling to become a norm.

Until recently, the use of video calling with contact centers was minimal.  Reasons included significant network bandwidth demands i.e. typically five to ten times that of a voice call, which would have a major impact on the costs incurred by a contact center.  Also, video calling software has been limited due to each being proprietary, thereby alienating anyone who does not use the particular one offered.  Thanks to WebRTC, a technology that allows a browser application to utilise the media devices connected to a computer, these barriers no longer exist. WebRTC makes it possible for customers to communicate with contact centers using a choice of media type; voice, text, video and file transfer.  Also, the media type being used can be changed. For example, if a customer is in a web chat conversation with an agent but the subject matter would benefit from a video conversation, the agent can send a link within the chat which when clicked will automatically connect the two in a video call.  Not only can this reduce the time to complete the interaction, but it can improve the relationship between the customer and the organization.

But there are a few things to consider.  Is the agent ready?  Bad hair days and creased tee-shirts may be acceptable when communicating by web chat or voice but video conversations require a completely different approach to appearance.  Plus, is the surrounding area ready?  Home working agents could be located in any part of their home.  Dirty dishes and children mucking around in the background is not what any organization wants their customers to see.  It is important to ensure the visible background is suitable and reflects the image the organization wants to promote.

These are just issues to be managed.  Video calls are here to stay!

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