A new idea? Step back a minute. Remember the days when call blending was all the rage? Any self-respecting vendor claimed that they could blend inbound and outbound voice queues.
Just to remind ourselves…
…. call volume builds up on an inbound campaign, breaching service targets. The system looks for agents with the right skills and finds them on an outbound campaign. An algorithm then starts up which assesses matters such as outbound calls in progress, how many agents are needed on the inbound campaign and without human intervention moves one or more agents across from the outbound campaign to the inbound campaign in an orderly way. Result – SLA on the inbound campaign back under control.
Sounds straight forward, but for the operation to work effectively it means that the software must have effective control of both the inbound and the outbound activities, and that these are not siloed activities.
Now fast forward to today…
Omnichannel management is all the rage and, increasingly, call centers manage queues not just for voice, but for email, chat and SMS. What price blending now – and is it still relevant?
Well, some call center activities are undoubtedly siloed and agents will be focusing on just one activity, be it chat, outbound voice or email. That’s OK for some – but in the call center of tomorrow supervisors will want multi-skilled agents who can handle all media channels to respond to shifts in the patterns of communications. The customer will be king and will dictate how the call center responds to him.
Not only will agents have wider skills but crucially, call centers can’t rely on siloed media channels any more. Depending on workloads there will be growing demand to shift agents around to keep SLAs in check and make sure that customer response times are managed properly.
The way to do this is by blending across all media channels, hence the term multimedia blending.
Your solution may manage all media channels but the key to blending is that the software does this seamlessly, so that the blending algorithm can kick in as soon as SLAs get out of control. Be aware of any “multimedia solution” where you have to manually modify an agent or queue to keep SLAs under control.
If you want to offer a competitive service to your customers in the future, it is wise to be prepared. In the coming world of customer service, multiskilled agents and automatic or seamless multimedia blending are going to be the norm.
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