What Is A ‘Universal Queue’? (And Is It A Good Thing?)

September, 2012

There are many definitions out there for the term 'universal queue'. They all sound great but are very agent-centric. Here we call for an alternative that can actually deliver satisfaction for the customer.

So it is with the term ‘universal queue’! There are many definitions out there. Typically most of them read a bit like this…

All call sessions and media types are managed in a universal queue and on a single agent desktop interface.

What this usually means is that an agent has access to all media types, from their desktop. And there is the idea that all contact actions taken by customers – voice, email, web chat, social media, etc. – are stacked up in a queue, waiting for an agent – any agent – to address them, subject to agent skills.

This all sounds great but it is very agent-centric, as if managing the productivity of the agent is or should be the main goal of the call center. Nothing wrong with that as an objective. Focusing on agent productivity is necessary, but it is not sufficient.

The role of a multi-channel contact center should be to serve and delight its audience, usually existing customers, but new ones as well.

And the way it does that is by encouraging them to communicate with the call center in the way that best suits them, not the call center. So for example a consumer calls into an IVR system, submits some details and then gets transferred quickly to an agent, at their request. The agent fulfils their request and sends a follow-up email. The consumer then asks to speak to someone else about another issue. The transfer is made with the consumer’s details so that the second agent knows who is calling. The email from the first agent is sent immediately and the customer responds with further questions, preferring this method of contact this time, rather than IVR – and so on.

So the approach a call center really needs to take in order to serve its customers properly is not single/ universal queue but actually multi-queue, allowing customers to be serviced using the media that best suits them, communicating with an agent properly skilled in that media type.

If you are a user who is looking for a product that manages a universal queue, think beyond whatever definition you are being given. By all means have a great agent desktop, but remember that the primary job of a call center is to serve its customers.

We are happy to give a bottle of champagne prize to anyone who can suggest a catchy name to reflect the customer-centric view of things described 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

    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