Work Anywhere

Browser-based tools, no software installation required

At a Glance

Work Anywhere - home, mobile, office
Work at home, remote, mobile, on-premise
Work Anywhere - home, mobile, office
Rich tools and services in a standard web browser
Work Anywhere - home, mobile, office
Connection via secure, encrypted HTTPS or VPN
Work Anywhere - home, mobile, office
No software installation on remote PCs
Work Anywhere - home, mobile, office
Full access to database backend and business applications

Work anywhere – home, mobile, office

Softdial Contact Center™ (SCC) allows agents, supervisors and system administrators the freedom to work anywhere – home, mobile or on-premises – presenting rich tools and services in a standard web browser, including:

  • Agent desktop – WebRTC phone, scripts, customer history, backend integration
  • Supervisor functions
  • Performance reports
  • System configuration

SCC enables employees to be efficient and productive working at home or remotely, which gives organisations the agility and flexibility:

  • to hire talented staff, no matter where they are
  • to locate staff where they are most productive and happy, increasing staff satisfaction and retention rates
  • for a rapid and effective response to any eventuality, even Covid-19

And fewer staff physically present in the contact center can mean a reduction in running costs, too.

Hire the most talented staff

Remote working opens the door to untapped potential. It provides the opportunity to hire talented staff with specialist skills and expertise who were previously unavailable. For example:

  • those with physical disabilities or limited mobility
  • those with limited availability due to other commitments, e.g. parents with young children, or those looking after elderly relatives
  • those simply further away who would find it impractical to travel.

 

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We were expecting some challenges as part of the transition but by the end of the second week everything was running pretty much as normal with 100% of our interviewers working from home. We will never need as much physical space as we have in the past – likely a higher percentage of homeworkers is the way of the future.

Lisa Mancini – US – Director of Call Center Operations – Global Data Collection Company (GDCC)

A fast migration path to home working

SCC offers the same rich facilities for home working whether deployed in a data center or in the cloud, using a VPN or over the Internet via HTTPS.

For those using legacy systems with a need to rapidly relocate agents to work at home, cloud deployment offers the fastest migration path.

With Sytel’s extensive experience of implementations in all major cloud platforms, including Amazon AWS/ Microsoft Azure, the essentials for home working can be up and running in days. Users can start simply and extend quickly, to deliver a rich user experience, properly integrated with the back office.

Work-at-home agents

For agents, all functionality is delivered via SCC‘s browser-based Agent Desktop, requiring no software installation on the agent’s PC, and as it can use secure, encrypted connections, no VPN.

The phone keypad is embedded in the desktop, with phone audio native to the browser via WebRTC, requiring only a headset. Agents control calls in the usual way – hold, mute, transfer, disposition, etc – all within the browser.

Agents can work on multiple live contact sessions at a time, of any media type, switching between them within the same intuitive UI.

For each, the Desktop displays:

  • guides for the agent conversation, from simple prompts to complex forms applications, customised using a no-code designer and fully integrated with any data source or business system
  • customer contact history, for at-a-glance context for the current conversation
  • 3rd party web apps/ pages, for a unified agent experience.

 

Remote supervisors

Using the same desktop, supervisors have access to a wide range of productivity tools, including:

  • coaching and conferencing facilities
  • rich and flexible reporting
  • recordings of agent screen and voice sessions.

 

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Sytel built a working solution ahead of schedule and it worked great.  Our interviewers love working from home and we feel more secure in our ability to quickly pivot between in-office interviewing and at-home interviewing as circumstances change in the future, as we now have the infrastructure to do both.

John Lafrance – US – VP Research Methods and Sampling – Escalent

Mobile administrators

An array of configuration items are available via the browser, including set up and control of campaigns and queues, with intelligent routing capability.

Rapid response from Sytel

To learn more about how we can help you enable home working, contact us at homeworking@sytel.com and we will reply within the day.

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Roy Morgan was able to implement “work from home” CATI operations quickly and efficiently to maintain its data collection efforts at a business critical time.  Productivity levels have been maintained with CATI operators and supervisors welcoming the convenience of working shifts from home, and conversely of not having to commute to and from the city, often late in the evening.  This win:win and more flexible arrangement will no doubt present a strong case for continuation into the future once COVID-19 operating constraints are removed, so we are pleased to have taken a step in this direction and to have that option.

Stephen Harvy – Australia – Head of Operations – Roy Morgan Research

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

  • Contact Center as a Service (CCaaS)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • 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 Workforce Management

    Automated, ‘best available’ decisions to manage agents & balance work load, across all media types

  • 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

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 dialer; maximum 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™

    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