Sytel release their Sytel Real-time Automation (SRA) solution, which automatically assigns agents to work on queues where the service level is under threat, no matter what the media type.
With digital channels no longer optional, the traditional ACD, which solely manages the distribution of voice calls to agents, is officially redundant. Sytel's Automatic Session Distributer (ASD®) is the powerful replacement...
Sytel Real-Time Automation (SRA) assigns agents automatically to serve where they are most needed and balances all service levels, minimising customer wait times in the process.
Manage CCaaS service levels automatically with a stateful cloud ACD. Supervisors? Go get a refill... and move up the value chain.
"We are currently experiencing unusually high demand. Please try again later". Not exactly an excellent customer experience, but there is a solution.
In order to get sessions to the right or best agent, deploy resources optimally and deliver the best possible service to customers, the right solution has to be intraday automation. Human beings alone just can’t achieve these objectives.
A guide to choosing CCaaS for enterprise that delivers performance at scale
Sytel's CTO Garry Pearson shares his extensive contact center software architecting experience in this in-depth article about the challenges of scale facing ACDs in the cloud
Sytel CEO Michael McKinlay wrote an article, kindly published at No Jitter recently, asking ‘Is there a workable enterprise CCaaS solution?’
With the varied mix of voice, digital and video sessions between agents and customers, we say goodbye to the ACD and hello to the Automatic Session Distributor (ASD®).
It used to be that the ACD did one job; distributing calls in queues to agents. As the contact center industry evolved, so did the job of the ACD. All these things have had an impact...
Supervisors are slowly moving away from manual management of technology and adapting their skills to become Team Leaders, focusing on customer service and agent efficiency.