We have talked about video calling and its benefits in some of Sytel’s previous blogs. Now is time to reiterate that it has well and truly landed!
Younger people are generally more comfortable with video calling than those born in the baby boom years. Having grown up with the likes of FaceTime and Skype, youngsters know no different. They all have smartphones and take it for granted that their handset does whole lot more than just provide voice capability. It is this generation that is driving video calling to become a norm.
Until recently, the use of video calling with contact centers was minimal. Reasons included significant network bandwidth demands i.e. typically five to ten times that of a voice call, which would have a major impact on the costs incurred by a contact center. Also, video calling software has been limited due to each being proprietary, thereby alienating anyone who does not use the particular one offered. Thanks to WebRTC, a technology that allows a browser application to utilise the media devices connected to a computer, these barriers no longer exist. WebRTC makes it possible for customers to communicate with contact centers using a choice of media channel; voice, text, video and file transfer. Also, the media channel being used can be changed. For example, if a customer is in a web chat conversation with an agent but the subject matter would benefit from a video conversation, the agent can send a link within the chat which when clicked will automatically connect the two in a video call. Not only can this reduce the time to complete the interaction, but it can improve the relationship between the customer and the organization.
But there are a few things to consider. Is the agent ready? Bad hair days and creased tee-shirts may be acceptable when communicating by web chat or voice but video conversations require a completely different approach to appearance. Plus, is the surrounding area ready? Home working agents could be located in any part of their home. Dirty dishes and children mucking around in the background is not what any organization wants their customers to see. It is important to ensure the visible background is suitable and reflects the image the organization wants to promote.
These are just issues to be managed. Video calls are here to stay!
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