WebRTC Can Bring Joy To The Customer

December, 2015

Clicking a WebRTC link can quickly connect customers to agents who already know specifics about the call.

As consumers continue to use a variety of media channels to contact organisations, so those organisations are trying to ease the process for their customers.

One way of doing this is by identifying the topic a customer wants to speak about before the call reaches the agent. Organisations have generally tried to do this by using an IVR or supplying a specific DDI for the customer to dial. Unfortunately, the IVR approach often fails to match the customer’s requirement; “press one for this, two for that, three for the other, or press four if none of these options suit your needs”. Likewise, the list of DDIs can be long and even the most conscientious of customers could fail to find the correct number to dial in the hope of getting through to the exact service they want.

Wouldn’t it be better if a customer could make a call that took them directly to an agent who already knew exactly what they want to talk about? For example; not just ‘billing’, but specifically ‘January’s bill’. Or not just ‘customer service’ but specifically ‘an upgrade to the XYZ product’. The customer would be there for days if they tried to navigate their way through an IVR on that one! Likewise, the list of DDIs required to cover all these options would fill a book.

Enter WebRTC, an API definition that supports browser-to-browser applications for voice calling and video chat. A WebRTC call is initiated from a link within an app or on a webpage. As a result, the call information received by the contact center can include data about the page that the customer was looking at when they made the call. The system can then provide far more detailed information to the agent who is assigned the call.

Previously, the customer’s call would provide the CLI that could be searched against in the CRM to provide customer information and the DDI that customer called would assist in the routing of the call. With WebRTC, the details provided about what page the customer was viewing when they made the call, can ensure the agent is several steps ahead and can handle the customer’s call with minimal introduction and description needed.

Improved customer experience, plus the organisation doesn’t have to manage lots of potentially expensive telephone numbers for customers to call; what’s not to like? Our next blog will touch on the benefits of WebRTC to the organisation.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC) - multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

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 Channels

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound 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

Drive operational efficiency, increase customer satisfaction & improve agent performance

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™

Maximum predictive dialing performance, 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™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMEs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care