With immediate effect Sytel is launching a product, Softdial Instant Response™, that allows call center customers to give immediate feedback to a call center at the end of a call, whether the call was inbound or inbound.
Launching the product, the Managing Director of Sytel, Michael McKinlay said “How often have you had a call from a market research company inquiring how some particular call was handled, that you were involved in, say a week or two ago. Chances are that even if you remember the call, in this busy world, the feedback you give is not that precise, simply because you have forgotten. The aim of Softdial Instant Response™ is literally that – as the call finishes, allow the customer or called party to be routed to an IVR queue to record his experience on the call.”
“This is where companies can get creative”, McKinlay said. “For example on an inbound call you might ask someone a number of questions about call quality, using a keyed response on a scale of 1 to 10. That might give you a warm feeling if your call center scores highly. But it lacks precision in terms of things you need to know to make a call even better. So another way to get feedback is to ask a question and then let the customer speak! Often seen as a novel idea(!) and it means having to listen to replies, but what better way to improve your business than to listen to what your customers say, uninterrupted,” he said.
“And why not consider using such a product on outbound calls as well?” McKinlay said. “If you are running a profitable outbound operation then you care about how calls are handled. Supervisors, doing monitoring operations, can only listen to so many calls, and certainly don’t get to ask questions about call quality. Even though not all answers provided within Softdial Instant Response™ may be to a manager’s liking, again – just think what valuable information is being lost when you don’t give the people you call a chance to immediately record their feelings about the call.”
“Legacy systems have to do a lot of integration to provide this instantaneous level of service, if they can get there at all, and it doesn’t come cheap”, McKinlay said. “The beauty of our approach is that the product comes ‘out of the box’ with Sytel’s Softdial Contact Center™. There is no integration work to do and a service can be live in just days, not months or years.”
“Because within our system an agent is an agent is an agent, whether virtual (IVR) or live, the technology is free to be employed in a variety of unusual and innovative ways.”
Based in the UK, Sytel Limited provides contact center and enterprise solutions to organisations in over 35 countries. In the outbound world, its predictive dialer, Softdial Plugin®, is recognised as being the leading dialer for delivering effective performance under compliance. Sytel has campaigned in all major markets for responsible rules for predictive dialers and acts as adviser on dialer regulations to many national marketing and government bodies around the world.
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
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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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