Where Do You Want To Go Today? We Thank You Microsoft For That Gem.

February, 2015

The Microsoft slogan still resonates today, but now there are added complications.

As slogans go, Microsoft’s 1994 “Where do you want to go today?” must be one of the most powerful. The implied limitless capabilities, provides the reader with equally limitless options. Freedom of choice in the extreme. Microsoft’s marketing machine has moved things on since then with several subsequent slogans having emerged but that is the one which has left an indelible mark.

Twenty one years later and advances in technology have fuelled customers’ needs to not only want to go to different places but the options regarding ‘how’ they get there has increased. For many, it was a struggle to accommodate the ‘wheres?’ but now, having to handle all the different ‘hows?’ is even more problematic. Wanting to satisfy customer requirements is paramount, hence the need to offer customers multiple ways to communicate with you. But reneging on the implied promise of receiving a smooth outcome only results in poor customer service.

Today, the ‘hows?’ include not only voice but chat, email, sms messaging and various social media streams. Furthermore, the customer wants to be able to see your online information clearly on their; laptop, p.c., smart phone, tablet and any other suitable device they have to hand. If that isn’t demanding enough, the customer may choose a mixture of communication methods depending on where they are, what mood they are in or any other influencing factor at the time.

Are you able to cope with this mixture of communications and provide your customers with the same great experience they expect but also keep your agents happy? Handling a mixture of communication types effectively and efficiently means being able to multi-skill your agents and proactively change their focus as volumes and SLAs dictate. Understanding how you want to handle the incoming mixture of media communications is one of the most important steps to make. Next, is the software you employ to put it in to action. However, make sure you can change your decision rules quickly so you can stay one step ahead of your customers and their changeable moods.

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