In order to get to grips with the detail of unified communications in the contact center, we need to look beyond the marketing hype.
The question when assessing unified communications has moved beyond ‘find me a vendor that delivers feature X’ to ‘find me a solution that integrates with our legacy infrastructure, enables easy collaboration, and connects customers to our potentially farflung workforce in the manner and at the time convenient for them.’
To aid the assessment, the contact center industry should be asking its UC vendor community for detail on how their technology can provide solutions to challenges, such as those above, specific to the contact center.
In our view, the key challenge facing contact centers today is to be able to deliver new contact channels quickly and effectively without having to make lots of technology changes, or integrate disparate systems. This requirement is driven by customer demand, and legacy telephony architectures just won’t deliver.
So perhaps the first question to ask your vendor in these uncertain times is:
- Can they deliver a UC-capable call center platform without impacting your cash-flow and overall costs of ownership?If you are convinced by the resounding affirmative answer(!) to question 1, here are a few more to try:
- Can all media channels supported by a contact center platform be managed within a single task queueing framework? This is essential for managing workload across different media channels and for reporting / accounting.
- Can presence management be used to contain agents and enforce a mode of operation, rather than provide ballooning contact ‘possibilities’?
- Is queue management and traffic prioritisation media-agnostic? For example, can the platform blend seamlessly and automatically between outbound voice, inbound chat and incoming e-mail processes?
- Does the agent application framework allow the different media channels to be processed with some common standards for session management and look-and-feel?
- Is the contact center platform, and the application framework able to support the behaviour of different types of media? For example, a contact center agent should not as a rule be dealing with more than one voice call at once, but may be able to manage several chat sessions in parallel.Finally, let’s not forget:
- Contact centers are used to having to adopt new media channels for their clients’ business programs. Ask your vendor how their platform enables quick and easy integration of new media channels (without incessant upgrades, risk and cost).
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