As consumers continue to use a variety of media channels to contact organisations, so those organisations are trying to ease the process for their customers.
One way of doing this is by identifying the topic a customer wants to speak about before the call reaches the agent. Organisations have generally tried to do this by using an IVR or supplying a specific DDI for the customer to dial. Unfortunately, the IVR approach often fails to match the customer’s requirement; “press one for this, two for that, three for the other, or press four if none of these options suit your needs”. Likewise, the list of DDIs can be long and even the most conscientious of customers could fail to find the correct number to dial in the hope of getting through to the exact service they want.
Wouldn’t it be better if a customer could make a call that took them directly to an agent who already knew exactly what they want to talk about? For example; not just ‘billing’, but specifically ‘January’s bill’. Or not just ‘customer service’ but specifically ‘an upgrade to the XYZ product’. The customer would be there for days if they tried to navigate their way through an IVR on that one! Likewise, the list of DDIs required to cover all these options would fill a book.
Enter WebRTC, an API definition that supports browser-to-browser applications for voice calling and video chat. A WebRTC call is initiated from a link within an app or on a webpage. As a result, the call information received by the contact center can include data about the page that the customer was looking at when they made the call. The system can then provide far more detailed information to the agent who is assigned the call.
Previously, the customer’s call would provide the CLI that could be searched against in the CRM to provide customer information and the DDI that customer called would assist in the routing of the call. With WebRTC, the details provided about what page the customer was viewing when they made the call, can ensure the agent is several steps ahead and can handle the customer’s call with minimal introduction and description needed.
Improved customer experience, plus the organisation doesn’t have to manage lots of potentially expensive telephone numbers for customers to call; what’s not to like? Our next blog will touch on the benefits of WebRTC to the organisation.
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