Contact centers are now in the age of multichannel driven by consumers’ appetite for communication via multiple means. This has caused an upsurge in the utilisation of Artificial Intelligence (AI) to help improve efficiency, reduce costs and enhance the customer experience, but how far can it go?
Real-time analysis can be performed on both voice and text to provide intelligent automated responses for processing communication sessions. Straight forward interactions may be handled completely using automated responses, however the more complicated or unusual interactions will need to be passed to a human agent.
‘Chatbots’ can be used at the start of text based media communications such as chats, SMS or emails to perform pre-processing. Capturing relevant details in advance of an agent being handed a session can save valuable time for the agent and also deliver a good customer experience as they are starting from an informed position. When correctly implemented, this is a seamless experience and the customer can easily believe they have been communicating with a human agent throughout. In situations where a chatbot cannot provide coherent questions/answers, it is critical to offload the session to a human agent without delay to avoid customers being stuck in limbo, which would cause customer dissatisfaction.
In terms of voice, using IVR for the entire customer interaction works effectively for simple call flows where distinct pieces of information are required and the possible outcomes are finite. An example could be paying for parking, first you state the amount of time you want to park for and then quote your payment card details. The outcomes are; your payment is either authorised, or it is not. However, in instances where outcomes are not so clear, voice recognition software can be used to reduce the time to route a call to the most appropriate destination. The drawback with IVR is that responses are emotionless and unlikely to provide the level of satisfaction derived from talking to a real person.
For all contact centers, the customer satisfaction level is intrinsically linked to the ability the agents have to gain a rapport with customers. This connection is easily lost with the use of AI, due to its lack of understanding human emotions.
When used effectively, AI can maximise agents’ use of time enabling them to spend more time focused on meaningful interactions, helping to project a positive image of the company they represent. But an over-reliance on AI will see your customers taking their business elsewhere.
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