Did you ever hear the story about predictive gain? Hands up, please, those who know what it means. There’s a couple of hands at the back and the rest of you are looking bemused. Not sure whether to fire our marketing manager (actually all of us), or tell all you users out there to take an intelligent interest in the technology you are buying.
The sad truth in our home market (the UK), and in fact most countries, is that many users are still buying predictive dialers without looking under the cover.
In most industries there is a reasonable expectation that technological leads of any kind are short-lived as competitors innovate and play catch-up.
Consider the motor car. Doesn’t matter what model or make; you know you can pick up just about any rental car and it’s going to perform to a good standard. You can just start and go from cold, and it will get you to where you want to go, without you having to worry.
Now let’s think about the call center market. Take an ACD, for example. Loads of them out there. Virtually all of them do a pretty good job. You can put a call on hold, make a transfer, etc. Not rocket science. And if you want more sophisticated facilities such as skills-based routing, that can usually be managed for a premium.
What about outbound dialing? Did I hear someone in the audience mutter that predictive dialers have become a commodity product? Maybe he works for the competition, or more likely he is just plain ignorant. Not necessarily his fault!
In a market where most vendors have not managed or bothered to innovate and update their products, you can expect to find that brand management and marketing hype just confuse the heck out of users. And that’s the predictive dialing market for you.
But it is a serious matter. If you are a predictive dialer user and don’t know what your predictive gain is, then it is a sure bet that your bottom line is suffering. And, especially for some outbound call centers, in these challenging times that can mean the difference between survival and calling in the receiver.
So what exactly is predictive gain, then? If you really care about getting the best performance out of your predictive dialer just give us a call and we will explain. Might be the best 5 minutes you ever invested in a phone call.
(Blog written in the skies over Iraq)
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
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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
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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
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Flexible ‘no contact’ rules to protect contact center and consumer
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Market Research
Best-of-breed predictive dialing with CATI integration
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