Real-Time Automation in Action

A game changer for intraday workforce management

See Sytel Real-Time Automation (SRA) in action

as it:

 

  • reassigns agents automatically during a shift – no supervisor involvement
  • balances service levels automatically across all inbound queues, even with agent shortages, call spikes, etc.
Sytel Real-Time Automation 1
Sytel Real-Time Automation 2
Sytel Real-Time Automation 3

What is Sytel Real-Time Automation (SRA)?

In any contact center, unexpected peaks in demand for customer contact, agent absence and other challenges are inevitable during the working day that require immediate intervention to keep operations on track.

Sytel Real-Time Automation (SRA) takes the strain of this intraday agent and queue management, making best possible use of any and all available agent resources, both inbound and outbound. SRA automatically balances the needs of all queues so that all service levels are optimised, without the need for human intervention.

For details on how this balancing is achieved, see How SRA Makes Decisions

How Will SRA Revolutionize My Contact Center?

  1. SRA delivers better CX
    SRA improves CX by optimising customer wait times across all queues, and across all contact channels
  2. SRA spreads the impact of high demand
    SRA minimises the impact of high demand on any single queue by borrowing agent resources to help out from less-stressed workloads – inbound or outbound, any channel
  3. SRA frees supervisors
    SRA cuts supervisor interventions in redeploying agents by 90% or more. Supervisors are freed to assist elsewhere to much better effect, e.g. in supporting and motivating their team.
  4. SRA impact improves with scale
    The larger the contact center, the more scope there is in the system for agent reassignment, and the greater the effect will be.
  5. SRA out-performs humans, every time
    SRA manages agents and queue service levels far more accurately than humans can, and more quickly – typically before humans have realised action is required. And unlike with human intervention, it doesn’t produce unintentional consequences that need reversing later.
Real-Time Automation

For details on the benefits SRA can bring to your contact center, see The Business Case for SRA

But Doesn’t Our WFM Already Do This?

Workforce Management (WFM) tools are very necessary in planning workloads and agent schedules day by day, and they may be able to assist with and advise on intraday agent and queue management.

But these tools simply cannot manage fluctuations in supply and demand on the day. They still require manual intervention, either to take the required action or to monitor automatic actions that have been triggered.

SRA needs no intervention. It allows agents to come and go as scheduled, taking all fluctuations of supply and demand in its stride.

OK, Show Me What SRA Does

The videos below of a contact center dashboard show 1 hour of simulated activity, compressed into 2 minutes.

These simulations use the actual algorithm within the Sytel platform to manage simulated agents and customers, and demonstrate how the algorithm achieves the best possible outcome under crisis conditions, i.e. more inbound demand than the number of available agents can handle.

We can assume that the agents with the relevant skill sets shown in the videos were identified by the Workforce Management (WFM) team as being the right number at the start of day to service needs and meet SLAs.

And though not shown in these videos, SRA signals to managers how many agents with particular skills are either excess to requirements (defined as SLA adherence), or could be added in dynamically to allow SLAs to be met. These changes can be made automatically, without human intervention (depending on the flexibility with which agent resources are managed.)

Simulation #1

3 inbound queues – 75 agents
Most agents have skills for all queues.

Simulation #2

3 inbound queues – 75 agents
1 outbound campaign – 25 agents
Most agents have skills for all queues. All can work outbound.

Simulation #3

10 inbound queues – 80 agents
1 outbound campaign – 20 agents
Most agents have skills for all queues. All can work outbound.

Simulation #4

25 inbound queues – 100 agents
All agents have skills for all queues.

Sytel Real-time Automation for the Contact Center #1 (with audio)
Sytel Real-time Automation for the Contact Center #2 (with audio)
Sytel Real-time Automation for the Contact Center #3 (with audio)
Sytel Real-time Automation for the Contact Center #4 (with audio)

The Charts

Bar Charts = current values
Line Charts = values over time. 'Current' = right edge
Customers - # Waiting Number of customers currently waiting in each queue
Customers - # Talking Number of customers currently engaging with agents in each queue
Agents - # Talking Number of agents currently engaging with customers in each queue
Agents - # Assigned Number of agents assigned to each queue/ campaign
Agents - # Free Number of agents currently available to each queue with the right skills to handle calls. Note that the same agent may appear as a resource for multiple queues simultaneously
Agent – Handle Time (avg) Average time taken by agents in talk/wrap, with target (as dotted line) for each
SLA – Adherence %/ Service Level Against Target How each queue is performing (positive or negative) in relation to its target Service Level Agreement (SLA - normalised to 0 in this graph)
For more information on how decisions on service level balancing and ‘best match’ are made, see How SRA Makes Decisions.

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 Software

Softdial Contact Center™ – rich functionality, all-in-one, 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

Optimise agent usage and balance workloads in real-time without human intervention, 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

Debt Collection

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