Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

At a Glance

Blended Media Desktop
Agent workspace in a web browser
Blended Media Desktop
Access to customer contact history
Blended Media Desktop

Runs agent scripts/ forms applications

Blended Media Desktop

Added supervisor functions

Blended Media Desktop
Multiple live contact sessions of any media type
Blended Media Desktop
WebRTC phone built-in
Blended Media Desktop

Customisable for each agent

About Sytel’s blended media desktop

The Agent Desktop within Softdial Contact Center™ (SCC) gives agents the tools and information they need to be most effective in their customer contact sessions, all in a single web-based, blended media desktop.

Unified desktop for agents

With Agent Desktop, agents can:

  • handle sessions of all media types – voice, email, chat, social, etc – fully blended within the same interface, without having to log in and out of different channels
  • multi-task, with several live sessions open simultaneously, switching between them for work by simply selecting them
  • work from anywhere – home, mobile or on-premise – with a WebRTC phone built-in, and no need for a VPN or software installation on the agent’s PC.

With a unified, fully blended desktop, agents no longer have to learn several tools and interfaces, so agent training time is reduced and agent productivity increased.

And agents benefit from the variety in their workload. Coupled with less idle time, this greater engagement means more job satisfaction, making them more likely to stay and reducing recruitment and induction spend.

How SCC’s blended media desktop works

Watch Sytel’s Pre-Sales Manager, Patrick Bosworth, give a demonstration of SCC’s unified agent desktop.

Tools and information for maximum productivity

A typical Agent Desktop layout includes:

1. Session control buttons

Shows relevant buttons for the media type in focus.

Agents have direct access to phone functions – mute, hold, transfer, etc – from within the browser. The phone keypad is embedded, with phone audio native to the browser via WebRTC, requiring only a headset.

2. Session status tabs

Shows one tab for each session of any media type an agent is allowed to handle, e.g. 3 emails, 2 chats, 1 voice.

The number of live sessions of each media type an agent is allowed to handle simultaneously is specified by a supervisor, according to the skills and experience of each agent, not any limitation in the software, so that each agent can achieve their highest potential.

Agent Desktop layout

3. Response area

Shows all the necessary tools for an effective agent response, depending on the media type in focus, e.g. any prior text dialog between customer and agent or chatbot, an area to type a response, buttons for reply/ forward/ attach etc.

4. Customer contact history

Shows a view of the entire customer journey so far, across all channels, e.g. what has been said, when and in what channel, the contents of previous text conversations, or even transcribed phone calls.

Any data is passed immediately from one session to the next. So for a chat customer transferring to a voice session, the voice agent can view any previous chat/ chatbot interaction. This enables agents to help the customer quickly, without having to ask again for any information already given, and makes a successful outcome more likely.

5. Scripts/ workflow

Shows scripts for guiding the agent through a contact session – from simple prompts to complex forms applications, bringing in customer data from a CRM, or passing data to 3rd party services. These help to boost agent performance – closing a sale, offering other products/ services or providing excellent customer service – and protect company reputation by enforcing standards of courtesy.

Tailoring presentation for each agent

Agent Desktop is presented within the web framework of Softdial One™, and can be fully customised to fit the needs of each agent:

  • presenting in the users’ own language, removing unnecessary barriers to efficiency
  • using the colors/ branding of a particular client to keep the agent focused and oriented in who they are representing
  • specifying exactly which session control buttons/ functions are allowed for each agent in each circumstance.

Agent Desktop also allows access to 3rd party websites/ web applications for …

  • business functions such as appointment setting or ordering
  • motivational messages
  • agent/ team performance data for gamification

… all within a single browser window.

Extra functions for supervisors

Agent Desktop allows supervisors to monitor and intervene in agent voice sessions, and to move agents to different campaigns.

The supervisor can:

  • Monitor – listen in to an agent’s conversations without being heard. Completely discreet
  • Barge – enter a conversation between an agent and caller, and speak to both parties – similar to a conference call
  • Coach – join a call, to provide advice and guidance heard only by the agent
  • Move – take one or more agents out of their current campaign and place them in another. The change is seamless and the agents do not have to logout and log back in.

Supervisors can also use all the other agent tools as they wish.

Other performance monitoring tools e.g. for reporting, accessing recordings, etc, are accessible in the same browser workspace via Softdial One.

Agent Desktop in Supervisor mode showing the current script the monitored agent is working on
Agent Desktop in Supervisor mode showing the current script the monitored agent is working on

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