Customer Service

Connect quickly to well equipped agents

At a Glance

Markets - Customer Service
Service on all media channels
Markets - Customer Service
SLAs automatically maintained – no supervisor involvement
Markets - Customer Service
Cross and up-sell with customised agent scripts
Markets - Customer Service
Customer contact history available to agents
Markets - Customer Service
Automated welcome services – IVR/ bots
Markets - Customer Service
Interact with the customer while in queue
Markets - Customer Service
Route to a preferred agent

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 types 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.

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

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 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

Modules

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

Markets

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