The rush to homeworking in recent weeks has led to a many different UC and phone solutions on offer and you could be forgiven for getting confused. These can be rock-solid and can get home workers up and going in a trice, provided that they have a good internet connection, but they usually, by design, lack the business links that drive interactions in contact centers.
If you need your agents to work from home and want them interfacing with your business applications, then you need to have them plumbed into a contact center system in the cloud.
Here’s how we met one such challenge recently. We were asked to provide a contact center to support home working agents and have it go live – over a weekend!
It wasn’t about headsets and browsers at home, but the creation of applications able to screen pop at home for the agent and also interact with a database backend on a hosted service to maintain all the business data. In normal times we might have quoted a week or more on a job like this, but these times aren’t normal.
We put ourselves to the test:
- We installed our Softdial Contact Center™ platform using the customer’s virtualisation infrastructure
- We helped them connect to their phone carrier
- We showed them how to configure inbound queues and how to route calls to the most appropriate agents
- They deployed a browser environment and headsets so that agents could work at home just as if they were in the contact center
- Jointly, we wrote some scripts for the agents to use
- They integrated our system with their database, enabling scripts to take data in real time from customer records
- They made sure that the script wrote call results back to their database, to keep the back office people happy
- They set up our IVR to play messages to any inbound callers waiting in queue
- We figured out which reports they would need
- We showed them how to use our screen/voice recording product to review agent performance
Monday morning was ‘go live’ time.
Result: one very happy customer.
Normally we don’t talk about our own product in these blogs, but again, these times aren’t normal – and businesses sometimes need to move quickly to survive. If we can help you install new systems quickly, including home workers, just talk to us. Any time, anywhere.
For more information about how our products are designed for the cloud, just talk to us.
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