Agent Multi-Tasking

Work with multiple live contact sessions of any media type

At a Glance

Agent Multi-Tasking
Multiple simultaneous live contact sessions
Agent Multi-Tasking
Switch easily between channels
Agent Multi-Tasking
Minimise agent idle time
Agent Multi-Tasking
Specify workload for each agent
Agent Multi-Tasking
Variety aids agent job satisfaction

About Agent Multi-Tasking

With Softdial Contact Center™ (SCC), agents can work with multiple live contact sessions of any media type, presented within the Agent Desktop, SCC’s unified web-based workspace.

Back when ‘contact centers’ were ‘call centers’, agents would handle voice calls in series; one would end, another would begin.

With the evolution of omnichannel and the addition of text-based media sessions that work on different timescales to voice sessions, agents can potentially work on several contact sessions simultaneously. This enables agents to multi-task, increasing productivity by cutting idle time.

Switch easily between live sessions

In SCCs Agent Desktop, agents can multi-task across multiple live text-based sessions – SMS, web chat, email, WhatsApp or any other social messaging – at any one time. And a voice session may be added when necessary, popping into a work tab in the same way as text sessions. This allows agents to work on the task with the highest value at that time, i.e. a voice session, or the text session with the longest wait time. Any live session may be worked on by simply switching between tabs.

An agent can upgrade any conversation to a different channel, e.g. a chat session to a voice session, at the click of a button.

Improving agent productivity

Multi-tasking greatly improves agent utilisation. Agent idle time is virtually eliminated, and reliance on workforce management predictions greatly reduced.

With Agent Desktop, in order to switch between media types, agents don’t have to log out of one and into another. Traversing channels is easy and instant, so they can be more productive. And with all media types presented in the same tool with the same look and feel, agents no longer have to learn how to navigate multiple systems, reducing agent training costs.

By providing a varied and refreshing work load across all media channels, in an effective multi-session environment, the agent’s job is more interesting and rewarding. This makes for happier, more productive agents, ready to provide great service, who are more likely to flourish, and less likely to leave.

Agent desktop

Tailoring workflow for each agent

Rather than a one-size-fits-all approach, supervisors can specify how many sessions of each media type each agent is allowed to handle concurrently, taking their particular strengths and weaknesses into account, e.g. they may excel in sales rather than service, or web chat rather than email, or just one chat at a time rather than three.

In this way, agents are set up to succeed, achieving their full potential, and businesses benefit from the highest possible productivity from each agent.

To learn more about how SCC balances the work load across all media types, see Dynamic Media Blending

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