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) - 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 SMBs 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