At a Glance
Service on all media channels
SLAs automatically maintained – no supervisor involvement
Cross and up-sell with customised agent scripts
Customer contact history available to agents
Automated welcome services – IVR/ bots
Interact with the customer while in queue
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 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
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
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
Watch how this works here >>
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 agent
This personalisation increases customer satisfaction and adds a level of sophistication to the business process.
More solutions by business size:
Enterprise
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business (SMBs)
A full featured contact center software solution, designed for optimum performance at scale
Case studies
Kantar (Global) – Fully Managed, Multi-Tenant CCaaS Solution
CloudControl (France) – Cloud Based Scripting for Maximum Agent Productivity
BVA Group (France) – Ready-Made CATI/ Dialer Integration Drives Expansion
GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms
Abt (US) – Cloud-Based Deployment Serving Multiple Sites
