As discussed in our last blog (June 2018) about the rise of the pull strategy in preference to push, contact centers are increasingly looking to attract contact from customers rather than trying to elbow their way into customers’ consciousness/view/focus of attention.
The pull method has many benefits, not least of these being that the customer feels they have made a choice to engage with the contact center. Of course, there has to have been something that provoked that decision in the first place and this is where pull marketing weaves its many forms of magic.
One of the newer forms of the pull method is social marketing. An appealing, interesting or educational image, video or message can quickly become viral, shared by many people who want their friends to see it and enjoy the experience with them. People trust information when it comes recommended in some way by someone they know. This is good news for a contact centre as the lead will already be ‘warm’.
When those warm leads want to make contact there are many convenient ways for the media that has been shared to provide a smooth path to an agent. Clicking on a link might open a chat session or a WebRTC audio or even a video call to the contact center, and their social media profile may be used to direct their call to the right agent with the right skills.
There is one group of social media apps that have been under our noses for many years, masquerading as messaging services. WhatsApp, LINE, Telegram and others created their messaging services as alternatives to SMS but they quickly gained features that are more ‘social’ such as being able to send to groups and send media such as photos and videos.
WhatsApp has been in the news in the last few weeks as being the latest to provide an API to integrators. Others such as Telegram, and LINE have already done so. This is great news for contact centres that have integrated session distribution systems as it means they are able to treat incoming chat sessions as just another item of work that needs to be distributed to an available agent with the right skills. For consumers this is also great news as it allows them to use a media type that is very familiar to them when contacting organisations and perhaps in time may even surpass voice as the preferred method of communication.
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