At a Glance
Agent workspace in a web browser
Access to customer contact history
Runs agent scripts/ forms applications
Added supervisor functions
Multiple live contact sessions of any media channel
WebRTC phone built-in
Customisable for each agent
What is Sytel’s blended media desktop?
Unified desktop for agents
With Agent Desktop, agents can:
- handle sessions of all media channels – voice, email, chat, social, etc – fully blended within the same interface, without having to log in and out of different channels
- multi-task, with several live sessions open simultaneously, switching between them for work by simply selecting them
- work from anywhere – home, mobile or on-premise – with a WebRTC phone built-in, and no need for a VPN or software installation on the agent’s PC.
With a unified, fully blended desktop, agents no longer have to learn several tools and interfaces, so agent training time is reduced and agent productivity increased.
And agents benefit from the variety in their workload. Coupled with less idle time, this greater engagement means more job satisfaction, making them more likely to stay and reducing recruitment and induction spend.
How SCC’s blended media desktop works
Watch Sytel’s Pre-Sales Manager, Patrick Bosworth, give a demonstration of SCC’s unified agent desktop.
Tools and information for maximum productivity
A typical Agent Desktop layout includes:
1. Session control buttons
Shows relevant buttons for the media channel in focus.
Agents have direct access to phone functions – mute, hold, transfer, etc – from within the browser. The phone keypad is embedded, with phone audio native to the browser via WebRTC, requiring only a headset.
2. Session status tabs
Shows one tab for each session of any media channel an agent is allowed to handle, e.g. 3 emails, 2 chats, 1 voice.
The number of live sessions of each media channel an agent is allowed to handle simultaneously is specified by a supervisor, according to the skills and experience of each agent, not any limitation in the software, so that each agent can achieve their highest potential.
3. Response area
Shows all the necessary tools for an effective agent response, depending on the media channel in focus, e.g. any prior text dialog between customer and agent or chatbot, an area to type a response, buttons for reply/ forward/ attach etc.
4. Customer contact history
Shows a view of the entire conversation so far, e.g. what has been said and when, the contents of previous text conversations, or even transcribed phone calls.
Any data is passed immediately from one session to the next. So for a chat customer transferring to a voice session, the voice agent can view any previous chat/ chatbot interaction. This enables agents to help the customer quickly, without having to ask again for any information already given, and makes a successful outcome more likely.
5. Scripts/ workflow
Shows scripts for guiding the agent through a contact session – from simple prompts to complex forms applications, bringing in customer data from a CRM, or passing data to 3rd party services. These help to boost agent performance – closing a sale, offering other products/ services or providing excellent customer service – and protect company reputation by enforcing standards of courtesy.
Tailoring presentation for each agent
Agent Desktop is presented within the web framework of Softdial One™, and can be fully customised to fit the needs of each agent:
- presenting in the users’ own language, removing unnecessary barriers to efficiency
- using the colors/ branding of a particular client to keep the agent focused and oriented in who they are representing
- specifying exactly which session control buttons/ functions are allowed for each agent in each circumstance.
Agent Desktop also allows access to 3rd party websites/ web applications for …
- business functions such as appointment setting or ordering
- motivational messages
- agent/ team performance data for gamification
… all within a single browser window.
Extra functions for supervisors
Agent Desktop allows supervisors to monitor and intervene in agent voice sessions, and to move agents to different campaigns.
The supervisor can:
- Monitor – listen in to an agent’s conversations without being heard. Completely discreet
- Barge – enter a conversation between an agent and caller, and speak to both parties – similar to a conference call
- Coach – join a call, to provide advice and guidance heard only by the agent
- Move – take one or more agents out of their current campaign and place them in another. The change is seamless and the agents do not have to logout and log back in.
Supervisors can also use all the other agent tools as they wish.
Other performance monitoring tools e.g. for reporting, accessing recordings, etc, are accessible in the same browser workspace via Softdial One.
Find out more about what Sytel offers:
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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