At a Glance
About Sytel’s Customer Service Solution
First-class customer service begins at the touchpoint a customer chooses – phone, email, web chat, text, social messaging or video. Softdial Contact Center™ (SCC) supports all media channels as a fully blended system, enabling customer service operations to equip agents for success and deliver a uniquely optimised CX.
With SCC you can achieve the most with the resources you have, by cutting down unproductive time, automating responses where possible, minimising customer wait times and preparing agents with timely information.
To route customers as quickly as possible to the queue/ agent best equipped to help them, SCC allows sophisticated routing rules to be set
Enabling a smooth customer journey
Customers can traverse seamlessly between channels as they wish, for example moving from web chat to live agent at the click of a button.
And if no agents are available, IVR/ chatbots can offer other options such as leaving a message or booking a callback.
Equipping agents for success
Customers may be identified automatically, by source, ID, account number, etc, and to equip agents to respond quickly and appropriately, any CRM/ ERP information held about the customer can be accessed and displayed within the Agent Desktop.
Any data accumulated along the way is passed along as the journey progresses, and any information provided by the customer (e.g. account number) need only be given once. No matter where the customer journey leads, transferring between agents, automated services or media channels, any data goes with them. Agents are kept informed at all points and customer frustrations are minimised.
To maximise cross-sell/ up-sell opportunities, agent scripts/ prompts can contain contextual suggestions, tailored according to the flow of the conversation.
Equipping contact centers for excellence
SCC enables customer service operations to meet and exceed target metrics. SLAs are maintained automatically by the central Automatic Session Distributor (ASD®), which decides which agents can be moved and when, from less time-critical activities such as outbound sales or email handling, to cope with spikes in inbound demand. No supervisor involvement, no errors in judgement/ calculation, just automated ‘best available’ decisions. The ASD ensures that outbound performance is not compromised, and customers are not kept waiting a moment longer than necessary, allowing you to achieve the best productivity with the available resources.
IVR, chatbots and other automated customer touchpoints are available to perform front-line services such as identifying the customer, which allows agents to keep working on higher value activities, and allows customers to be directed to the right department or service as quickly as possible.
SCC offers precise control in designing and delivering the most complex IVR and chatbot flows, using Natural Language Processing (NLP). Or 3rd party chatbots and other services can be integrated to make the customer journey as swift and effective as possible.
To enable agent monitoring and improvement, supervisors can listen in or contribute to customer conversations where they wish, and all interactions can be recorded and reviewed for quality monitoring and further agent training.
In-Queue Scripts
To provide high quality customer service, users may want to perform tasks on a queued customer session, in order:
- for the system to provide information to the caller while in the queue
- to retrieve data about the caller, and manage the session based on that data
- for the caller to provide information to the system while in the queue
Softdial Contact Center™ (SCC) provides this functionality using in-queue scripts.
Preferred Routing
Sytel’s Softdial Contact Center™ (SCC) platform offers the ability to route a session to a preferred agent, who may have been identified because
- an external service has chosen them
their skillset is the most appropriate for this customer - the customer has a particular account manager
- the customer has had a previous successful interaction with the agenrt
This personalisation increases customer satisfaction and adds a level of sophistication to the business process.
Deployment to suit you
SCC can be deployed fully in the cloud, on-premise or hybrid. The cloud model enables the use of the best available agents or specialists, wherever they are located – at home, in center or mobile. All they need is internet access and a web browser.
