Driving through a tunnel wearing sunglasses is not a good idea. Pretty obvious, isn’t it? It inhibits your ability to see what’s up ahead and react to road conditions, and makes it more likely that you will run into trouble.
Running a call center with poor reporting capability is very similar. It stops you from identifying trends, reacting to achieved targets or breached thresholds, and quickly responding to opportunities for improvement. Managers should be armed with the crucial information that allows them to make the best business decisions. But many performance management software packages just don’t deliver the right information, at the right time.
Here are 5 important requirements for a call center reporting package that actually does the job:
- All data ready to view
The distinction between real-time and historical data is false, brought on mostly by technical limitations. Actually, real-time data becomes historical the moment it arrives, and users need to navigate through all data with no separation, being able to display a seamless mix of past and present. Quantity of data should not be an issue: the number of report users, number of agents or volume of archived history should have minimal impact on performance. - Customization by non-programmers
Every contact center environment (and even every project) is different, and every supervisor/ manager requires a particular set of data. In order to service a wide range of needs, every aspect of a performance measurement package should be customizable by the average user (not a programmer); for instance, setting and remembering a preferred layout, storing a list of frequently accessed reports, create new metrics (even data types) by relating and combining other data. - Import from and export to other systems (e.g. CRM/ MIS)
To see how contact metrics relate to other business intelligence, users need an integrated, holistic view from all corners of the enterprise, and across all media channels, queues and locations. - Interface – intuitive & easy-to-navigate
Good reporting should take the pain out of finding what you are looking for. (The Google search engine is a great example.) It should enable you to dig, search and filter quickly and intuitively. - Security – robust & comprehensive
Joe, the average call center agent, probably should not have access to every detail of operation, but rather only certain queues, groups, campaigns or types of data. Fully customizable restrictions should be available to limit what each user can see.
Great call center reporting enables you to manage your business successfully by extracting maximum value from available resources. Anything less will almost certainly be costing you opportunities.
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