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

    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