Customer Service Providers
Establish rapid connections with your well-equipped technicians.
At a Glance
- Support provided across all communication channels.
- Service Level Agreements (SLAs) are automatically upheld without the need for supervisor intervention.
- Maximize cross-selling and upselling opportunities through tailored agent scripts.
- Direct the call to a preferred agent.
- Agents have access to the customer's contact history.
- Automated welcome services, including IVR (Interactive Voice Response) and AI/ML chat bots, are available.
- Engage with the customer while they are in the queue.
About our Customer Service Solution
Enhance your customer service by beginning at the customer’s chosen touchpoint, whether it’s through phone, email, web chat, text, social messaging, or video. Softdial Contact Center™ (SCC) fully supports all these communication channels, creating a seamlessly blended system that empowers your agents to succeed and deliver an optimized customer experience (CX).
SCC enables you to maximize your resources by reducing unproductive time, automating responses when appropriate, minimizing customer wait times, and equipping agents with timely information. Moreover, SCC allows you to establish sophisticated routing rules to swiftly direct customers to the most suitable queue or agent for their needs.
Facilitating a seamless customer journey
Customers can transition effortlessly between channels, for instance, shifting from web chat to speaking with a live agent with a simple click. Furthermore, in instances where no agents are accessible, IVR/Chabot’s can provide alternative choices like leaving a message or scheduling a callback.
Preparing agents for success
To facilitate smooth customer interactions, information about customers can be automatically identified through various means, such as source, ID, or account number. This data can be seamlessly integrated into the Agent Desktop, allowing agents to access and display relevant CRM/ERP information. As the customer journey progresses, any accumulated data is passed along, ensuring that information provided by the customer, like an account number, only needs to be given once. This way, no matter how the customer interacts—whether with agents, automated services, or different communication channels—their data travels with them. This approach keeps agents informed and minimizes customer frustrations.
Additionally, to maximize opportunities for cross-selling and upselling, agent scripts and prompts can include contextual suggestions tailored to the ongoing conversation flow.
Preparing contact centers for excellence
SCC empowers customer service operations to excel in meeting and exceeding target metrics. SLAs are automatically maintained by the central Automatic Session Distributor (ASD®). The ASD determines when and which agents can be transitioned from less time-sensitive tasks like outbound sales or email handling to address spikes in inbound demand. This automation eliminates the need for supervisor intervention and minimizes errors in judgment or calculation, ensuring the best available decisions are made. The ASD ensures that outbound performance remains uncompromised, and customers are served promptly, maximizing productivity with existing resources.
IVR systems, Chabot’s, and other automated customer touchpoints are available to handle front-line services such as customer identification. This allows agents to focus on higher-value activities, and customers are directed to the appropriate department or service swiftly.
SCC provides precise control for designing and delivering intricate IVR and Chabot flows, leveraging Natural Language Processing (NLP). Integration with third-party Chabot’s and services streamlines the customer journey for efficiency.
To facilitate agent monitoring and improvement, supervisors have the option to listen in on or participate in customer conversations as desired. They can monitor, coach, or barge into an interaction. Additionally, all interactions can be recorded and reviewed for quality monitoring and ongoing agent training.
In-Queue Scripts
- Have the system provide information to the caller while they are waiting in the queue.
- Retrieve relevant data about the caller and manage the session based on that data.
- Allow the caller to provide information to the system while they are in the queue.
Preferred Routing
- An external service has recommended them.
- Their skill set aligns best with the specific customer’s needs.
- The customer has a designated account manager.
- The customer has previously had a successful interaction with the agent.
Find out more about what we offer:
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
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