We had some interesting feedback on this idea. The general view seemed to be that if you have got the right brand and a customer has had good service before, then they should be happy to speak to anyone and keep doing business. OK, but what if the customer has had dealings with Ted before and has had a really good experience? Wouldn’t he feel even happier talking to Ted again? Sure he would and human nature being what it is, Ted is likely to do more business with the customer as a result, than any other of his colleagues would.
So our contact center encourages Ted to develop personal relationships with its customers and in no time at all his work queue starts to fill up with emails, SMSs, chat requests and voice calls. Ted loves it. He is master of his own destiny – running his own little business. So far so good.
But Ted’s supervisor has some good business concerns. He trusts Ted, but knows that he needs some tools to manage his workflow and be sure that all items in his work queue are processed within an acceptable time. Go outside the time, then depending on the work item, an alert gets raised for Ted and/or his supervisor. This could mean that Ted is just overloaded and needs to give up some of his accounts to others, or it might just be a signal to hurry up a bit!
The supervisor has another concern. He really doesn’t want to reduce his team’s effectiveness by moving work that breaks personal bonds, but he has his own growth targets, which include simply getting more new customers. And to do this he wants Ted to spend some time working outside of his own work queue, helping to run campaigns that generate new customers. Ted may not be too keen on this, particularly if he is earning good money by servicing his current personal contacts, but it has to be done.
And all this makes the job of the supervisor really challenging since he is being asked to maximise the surefire returns that well-functioning personal work queues run by Ted can deliver, against the need to switch Ted into business development campaigns.
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
-
Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
-
Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
-
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