Call blending - the movement of agents between inbound and outbound campaigns according to demand.
The Sytel solution helps you keep inbound service levels under control without intervention, by offering fully automated blending between any number or combination of inbound and outbound campaigns, even inbound to inbound. Softdial CallGem™'s own command and control systems work together with the outbound and inbound pacing systems to provide maximum flexibility of agent movement while ensuring that compliance and overall agent efficiency are not compromised. If a high priority inbound call comes in, control is available to immediately seize the right agent. And in case you are running short of agents, the Reporting system will tell you in real-time how many you need with which skills.
Sytel’s products have enabled call blending for a number of years and many of our business partners have deployed their own blending based around our components. Sytel also supplies our own call blending module to calculate inbound demand and our outbound protocols ensure that management of inbound spikes does not impact call abandonment.