Do Your Media Channels Blend Seamlessly?

When SLAs are breached agents need to be deployed accordingly, but what happens when the channels are handling different media types?

A new idea?  Step back a minute.  Remember the days when call blending was all the rage?  Any self-respecting vendor claimed that they could blend inbound and outbound voice queues.

Just to remind ourselves…

…. call volume builds up on an inbound campaign, breaching service targets.  The system looks for agents with the right skills and finds them on an outbound campaign.  An algorithm then starts up which assesses matters such as outbound calls in progress, how many agents are needed on the inbound campaign and without human intervention moves one or more agents across from the outbound campaign to the inbound campaign in an orderly way.  Result – SLA on the inbound campaign back under control.

Sounds straight forward, but for the operation to work effectively it means that the software must have effective control of both the inbound and the outbound activities, and that these are not siloed activities.

Now fast forward to today…

Omnichannel management is all the rage and, increasingly, call centers manage queues not just for voice, but for email, chat and SMS.  What price blending now – and is it still relevant?

Well, some call center activities are undoubtedly siloed and agents will be focusing on just one activity, be it chat, outbound voice or email.  That’s OK for some – but in the call center of tomorrow supervisors will want multi-skilled agents who can handle all media types to respond to shifts in the patterns of communications.  The customer will be king and will dictate how the call center responds to him.

Not only will agents have wider skills but crucially, call centers can’t rely on siloed media channels any more.  Depending on workloads there will be growing demand to shift agents around to keep SLAs in check and make sure that customer response times are managed properly.

The way to do this is by blending across all media channels, hence the term multimedia blending.

Multimedia blending

Your solution may manage all media channels but the key to blending is that the software does this seamlessly, so that the blending algorithm can kick in as soon as SLAs get out of control. Be aware of any “multimedia solution” where you have to manually modify an agent or queue to keep SLAs under control.

If you want to offer a competitive service to your customers in the future, it is wise to be prepared. In the coming world of customer service, multiskilled agents and automatic or seamless multimedia blending are going to be the norm.

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


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


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


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