At a Glance
Meet and Exceed Customer Expectations
Today’s consumer has become a ‘master of multimedia’, expecting to interact with organisations using the channel and at a time that best suits them, and expecting prompt, informed responses.
With Softdial Contact Center™ (SCC) you can meet and exceed these expectations, by managing customer interactions of all media types — voice, chat, email, SMS, social messaging and video – fully integrated and blended dynamically throughout the system, from queueing decisions to reporting. Agents can work with multiple live contact sessions of any media type, presented within SCC’s blended media desktop.
You can use SCC to create exceptional customer experiences, valuing customers and genuinely treating all communications from them as important. This increases first-contact resolution, boosts customer loyalty and makes them keen brand promoters.
Whether you are a small organization with multi-skilled staff, or a large outsourcer with specialized teams, SCC makes best possible use of all available resources, automatically.
Omnichannel is not enough
The term omnichannel means making use of all media channels (voice, email, chat, social, SMS, etc) so that customers can be connected to and with, in any which way. Most vendors (including Sytel) offer this. But omnichannel alone is not enough to produce high-quality service and make the best use of agent time.
For that, you need to blend agents and balance load across all media channels. But that’s a real challenge, with many dimensions: agents may have different skillsets across a number of channels, or may be better at sales than service. Perhaps they are already maxed out dealing with chat and social messaging. And what impact will connecting a call to a particular agent have on all the other SLAs that need balancing?
The solution is SCC’s dynamic workforce management, automatically blending agents across inbound/ outbound and load balancing customer contact sessions across all media types.
We always took it for granted that ‘omnichannel’ was about logging in and out of different media types.
Then we discovered Sytel’s ‘multichannel’ solution. The flow of sessions of all types to our agents, all landing in the same ‘inbox’, has doubled our efficiency.
With SCC, organisations needing to introduce new channels can do so gradually, enabling low cost/ low risk digital transformation.
This allows businesses to be more agile and grow into new markets in a controlled way that ensures success, working towards being available on the channels and at the time their customers require, even 24×7. Users can extend their reach gradually into new markets and demographics, opening up new channels to a new audience.
And SCC is flexible enough to accommodate any media types that arise in the future, incorporating them throughout the system. This future-proofs any investment in SCC and avoids the disruption and expense of rip-and-replace.
Switching between media types
SCC allows both customer and agent to move seamlessly across media types. For instance:
- a customer in a web chat session may want to speak to the agent instead
- a customer would like a phone call to be followed immediately by a WhatsApp message or SMS
- if a text chat session is not going well, the agent may want to turn that session immediately into a live voice call.
SCC’s smooth channel-switching enhances the journey for both customer and agent, creating opportunities for exceptional customer service.