Working at home may become an imperative for many contact centers in response to the measures introduced to tackle COVID-19.
Many of Sytel's existing users already support home workers and for those who don't, you can expect an early call from your Sytel or partner rep.
Sytel is also keen to talk to other contact centers who are unable to provide home working, using their current products.
We may have a home working solution that can be quickly deployed to safeguard your business.
To learn more about how we can help, contact us at email@example.com and we will reply within the day.
SCC is deployed in the cloud, enabling agents to work from home with only
With Sytel's extensive experience of implementations in 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.
All agent functionality is delivered via SCC's browser-based Agent Desktop, requiring no software installation on the agent's PC, and as it uses 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 handle voice and multiple text-based sessions simultaneously, switching between them within the same intuitive UI.
For each, the Desktop displays
Supervisors, using the same desktop, have access to a wide range of productivity tools, including coaching and conferencing facilities, rich and flexible reporting, and recordings of agent screen and voice sessions.
For back office personnel, an array of configuration items are available via the browser, including set up and control of campaigns and queues, with advanced routing capability.