SCC is deployed in the cloud, enabling agents to work from home with only
With Sytel's extensive experience of implementations in Amazon AWS/ Microsoft Azure, the essentials for home working can be up and running in days. Users can start simply and extend quickly, to deliver a rich user experience, properly integrated with the back office.
All agent functionality is delivered via SCC's browser-based Agent Desktop, requiring no software installation on the agent's PC, and as it uses secure, encrypted connections, no VPN.
The phone keypad is embedded in the Desktop, with phone audio native to the browser via WebRTC, requiring only a headset. Agents control calls in the usual way – hold, mute, transfer, disposition, etc – all within the browser.
Agents can handle voice and multiple text-based sessions simultaneously, switching between them within the same intuitive UI.
For each, the Desktop displays
Supervisors, using the same desktop, have access to a wide range of productivity tools, including coaching and conferencing facilities, rich and flexible reporting, and recordings of agent screen and voice sessions.
For back office personnel, an array of configuration items are available via the browser, including set up and control of campaigns and queues, with advanced routing capability.
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