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The Sytel Advantage
Sytel’s Softdial Contact Center™ (SCC) architecture is uniquely
optimised for the contact center business because it has been
designed from the beginning with a holistic view of the industry
and with its current and future requirements in mind.
This architecture did not happen by accident – it is the result of
Sytel’s history as a successful vendor of an integrated
communications engine with a highly modular, scalable and
adaptable architecture. The features that made Sytel the vendor
of choice for contact center integrators also fuel Sytel’s rapid
growth and expansion as a supplier of the world’s most versatile
contact center platform.
The Sytel advantage following from this is that anyone building
their business on the Sytel platform is assured that they are
buying into a highly scalable and constantly
evolving solution that will still be driving their
business forward long after their competitor’s
solutions have reached the end of their useful
life.
At the heart of SCC is CallGem™. CallGem™ is
the command and control center of the
architecture and is aware of, if not directly
controlling, every tenant, campaign, queue,
agent and inbound or outbound call transaction
that takes place throughout the contact center.
No activities are allowed to take place without
notifying CallGem™ or, when appropriate,
getting its permission.
Figure 1.
CallGem™ also knows the configuration of all peripheral
components and their capacity or throughput limitations. With
this information it dynamically manages changes in resource
availability, e.g. changes in trunk availability, changes in the
number of available agents on a campaign or campaigns
launched by a tenant, enforcing tenant resource quotas or
adjusting them to cope with unplanned resource shortages.
This dynamically extensible architecture is ideally suited to the
hosted model due not only to the scalability and configurability
it provides, but also the resilience that can be achieved through
its ability to dynamically manage changes in resources.
SCC is also fully web-enabled with browser-based client
applications and tenant resource configuration.
Hosted users can manage their ‘dialer in the cloud’ as if it was
their own local dialer and data security is assured through
tenant side server instances for components such as campaign
and reporting databases and scripting applications.
Powerful telephony and media servers support
any mix of IP, TDM and multi-media sessions
for audio, email, SMS and chat and the
modular media plug-in architecture makes it
easy to add additional media modules such as
video or web services as required.
Figure 2 illustrates the cloud-based hosting
model with multiple CallGem™ instances
sharing application, media and data resources.
The outer ring of ellipses represents tenant
specific resources such as sound files, call
recordings, scripts, and campaign data.
At a time when the threat of identity theft is
increasing alarmingly and PCI compliance is no
longer optional for many call centers, Softdial’s
centralised security management, data
encryption and data segregation features
ensure compliance with the most demanding
regulatory requirements.
Since 1997, Sytel Limited has supplied best-of-breed software components and full-service contact center solutions to
systems integrators, VARs, ASP providers and resellers in over 50 countries across the world.
For more information please contact Sytel at:-
6929 John F. Kennedy Blvd.,
Suite 20-201,
North Little Rock,
AR 72116-5339
T: (877) NA-SYTEL / (877) 627-9835
E: north.america@sytelco.com
W: www.sytelco.com Copyright © 2013 Sytel Limited. All rights reserved. | Version 1.4 - Feb 2013
Figure 2 – Cloud-based hosting with Softdial Contact Center™
matters, then this kind of detection may be best
turned off.
The pacing engineAnd this is the really difficult bit. The real key to
good predictive dialing lies in the quality of the
dialing algorithms. Despite the onset of
compliance, most dialer design has hardly moved
out of the Model T era! But excellence in dialer
design requires huge effort. Sytel has put many
man-years of development into its dialing engine,
known as the Virtual Event machine (VEM)® It
is a specialist simulator engine that was designed
specifically for the outbound market.
All the user does is to specify a maximum target
for abandoned calls and leave the rest to VEM®.
It then achieves, continuously, the maximum
dialing efficiency for that rate of abandoned calls.
No calls left in hold queues, no other bad habits
such as hanging up quickly on unanswered
numbers. The supervisor then gets on with
managing the campaign itself and just
ignores the dialer which manages its own
pacing, with no outside interference!
VEM continuously monitors all events that
are part of the dialing process. And it
continuously reruns its calculations to
update the dialing rate. Because of the
power of VEM, simulating at up to 40
million calls a second (yes, a second) this
happens in milliseconds only. See Figure
1 for an example of how it responds
immediately to changes in campaign
conditions.
outbound voiceSytel solutions
Types of dialingSytel’s dialer, Softdial Plugin®, offers preview, progressive and
predictive dialing. Depending upon the requirement, these
modes of dialing can be easily switched between.
There’s nothing difficult about preview and progressive dialing,
but predictive dialing is another story!
Call progress detectionThis is the easy bit. A predictive dialer will try and screen out
all calls other than live calls. Sytel provides software and
functions to allow this to happen. But despite many industry
claims, this is not an exact process. Some calls such as faxes,
modems and many voicemail systems can be easily detected
with minimal delay for the call. Some other calls, especially
answering machine detection require some seconds to try and
work out whether a call is a person or a machine. This
software is available with Softdial Plugin®, and its rated
performance is as good as any in the industry. But all users
should proceed with caution since the time taken on detection
is the time that you are expecting a person to stay on the line,
wondering who is trying to call them. If call quality really
ou
tbou
nd v
oic
e
Dialing Rate
Figure 1. Instant pacing response to changing conditions
Available Agents
ComplianceSytel has led the world for many years on compliance. It has
worked with the regulators in many countries to help bring in
responsible controls for dialers and even today is the only
vendor to actually enforce compliance in its product.
This means for example that if you are dialing under rules set
by either the FTC in the USA or Ofcom in the UK, then Sytel
enforces compliance and you don’t have to worry about
non-compliance.
Choosing the right dialerThere are two things to be aware of. If you are paying good
money for a predictive dialer, then remember that what you
are really paying for is the extra talk time per hour that
predictive can produce over progressive dialing. It is entirely
reasonable to ask any vendor to give you a free trial or take
you to a site where you can measure this.
Any dialer worth its salt can easily switch between progressive
and predictive modes so that you can measure
the difference. By all means go on a reference
visit, but until you can see this test carried our
properly, there is a good chance that you don’t
really know what you are buying.
Take a look in Figure 2 at the kind of ‘predictive
gain’ that the Sytel Dialer produces on a typical
telemarketing campaign with 20 agents. But the
catch is that if the design is anything less than
excellent, then only a small part of this gain will
be achieved, because the dialer will quickly use
up its small quota of allowed nuisance calls and
then have to revert to dialing progressively.
Compliance conformance.As well as understanding the ‘predictive gain’,
you need to be sure how it was achieved. Were
compliance rules followed? Make sure you know
your local rules, or what best practice rules are
and then ask some searching questions.
Look for clear evidence that rules are
actually followed. For example are
abandoned calls measured in the right
way? If you are not sure how to check
compliance or what your rules are, then
always feel free to ask Sytel. Just
remember that unless you can be quite
sure that compliance rules are being
adhered to, you will have no way of
doing a proper evaluation.
Further informationIf you want to explore this subject in
depth and understand better what
singles Sytel out from the crowd, contact
your Sytel representative and ask for
access to their specialist web site on
predictive dialing.
Since 1997, Sytel Limited has supplied best-of-breed software components and full-service contact center solutions to
systems integrators, VARs, ASP providers and resellers in over 50 countries across the world.
For more information please contact Sytel at:-
6929 John F. Kennedy Blvd.,
Suite 20-201,
North Little Rock,
AR 72116-5339
T: (877) NA-SYTEL / (877) 627-9835
E: north.america@sytelco.com
W: www.sytelco.com ou
tbou
nd v
oic
e
Figure 2. The ‘predictive gain’
Copyright © 2011 Sytel Limited. All rights reserved. | Version 1.3 - Aug 2011
Inbound Routing
Routing of inbound calls is determined by Softdial
Contact Center™ according to:
• the source of the call as indicated by the
Caller Line Identity (CLI) information
• the destination of the call as indicated by
the Dialed Number Identification Service
(DNIS)
Agents (live or virtual for IVR) may be members
of any number of queues with a defined priority
within each queue.
Changes to Queue Membership and ranking can
be made dynamically, by supervisor intervention
or automatically according to pre-configured
schedules.
Skills-Based Routing
Membership of a queue or group of queues may
be based on agent skill levels (absolute or
relative), success rates or any other user defined
measure.
This gives the supervisor the flexibility to define
how agents are utilised according to their
individual or group skills and performance levels
without the software imposing rigid rules which
limit their options.
Agents may be dynamically subscribed or unsub-
scribed to queues at any time, and entire queues
may be brought into or taken out of service with
a simple instruction. So if the operational priority
changes suddenly, re-assigning resources can be
as easy as switching queues.
inbound voiceSytel solutions
Unlike outbound voice campaigns where intelligent predictive
dialers may be used to optimise agent productivity, managing
inbound efficiency requires that the inbound routing be
precisely and dynamically tailored to the changing operational
requirements at any given time.
In addition to its highly configurable routing capabilities,
Sytel’s inbound software takes advantage of the full Softdial
Contact Center™ feature set to provide a uniquely versatile
and integrated solution to the inbound business.
This includes support for IP and TDM communications, flexible
call monitoring, recording and retrieval services, campaign
data handling, multimedia campaign management with
efficient blending between inbound and outbound audio, email,
SMS and chat.
Softdial Contact Center™ also includes one of the most
powerful and easy-to-use scripting solutions available today.
With Softdial Scripter™ a user with no programming experience
can assemble an IVR routing script in minutes with a just few
mouse clicks, using built-in pre-configured script steps.
inbou
nd v
oic
e
Figure 1 - Inbound Routing
Advanced Overflow
Queues may be subsets of other queues providing a simple
means of implementing ‘Cumulative Overflow’.
Cumulative overflow is greatly superior to the conventional
notion of queue overflow since it does not discard the ‘first
choice’ agents but simply adds additional agents while
retaining the opportunity to select a first choice agent if they
become available.
For example, the secondary queue may include IVR agents,
but if a blended live agent becomes available before an IVR
agent handles the call, the call will be passed to the live agent.
Figure 2 shows an example of a skill based routing scenario
implemented using the hierarchical queues.
Each agent is ranked according to their (language) skill to a
skill set queue and the skill set queues are
ranked according to their suitability to the
various campaigns.
IVR agent queues have also been configured for
each of the campaigns as a lowest priority
option.
The IVR scripts may be configured to request
information and re-queue the call, play hold
music and wait for an agent to become free or
schedule a callback.
All queue management parameters are defined
in a single Queue Configuration window where all
queue timing, priority, overflow, agent selection
order, in-queue messaging, campaign blending
and service level parameters are defined.
Since 1997, Sytel Limited has supplied best-of-breed software components and full-service contact center solutions to
systems integrators, VARs, ASP providers and resellers in over 50 countries across the world.
For more information please contact Sytel at:-
6929 John F. Kennedy Blvd.,
Suite 20-201,
North Little Rock,
AR 72116-5339
T: (877) NA-SYTEL / (877) 627-9835
E: north.america@sytelco.com
W: www.sytelco.cominbou
nd v
oic
e
Figure 2 - An Example of Skills Based Routing in Softdial Contact Center™
Copyright © 2011 Sytel Limited. All rights reserved. | Version 1.2 - Oct 2011
media servicesSytel solutions
One of the areas of most rapid change in the contact center
environment is the growth of diversified media services
ranging from IP based telephony through email, SMS, instant
messaging (chat) to video and the latest integrated web
services for fast reaction to customer and prospect online
activity.
Softdial’s Media Services architecture is designed to take
advantage of emerging new media and messaging technologies,
creating new client interaction opportunities with flexible
plugin features.
This modular plugin architecture provides an easy,
non-disruptive way of enhancing existing services as well as
adding new services as they become available.
Media Blending
Combining the power of this architecture with CallGem®,
Softdial Campaign Manager™ and Softdial Scripter™, agent
productivity and customer service can be significantly enhanced
by blending activities across all media types.
Uniquely, the Sytel solution enables users to meet inbound
service levels without causing problems in other areas (e.g.
nuisance calls on the outbound side). Figure 1 shows agents
active on a range of media queues, available to be blended to
Inbound Voice if its service level is exceeded.
med
ia s
ervic
es
Figure 1 - Active agents on Softdial’s media queues
Features
• Future proof plugin architecture
• Fully integrated with Softdial Contact
Center™
• Supports any mix of audio, video, and
messaging media
• Supports all common messaging formats
• Used with Softdial Scripter™ and Softdial
Campaign Manager™ to deliver a powerful
IVR solution
Whether you are a small organization with multi-
skilled staff, or a large oursourcer with mainly
specialized teams, SCC blending will make best
possible use of all available resources.
With the web services plugin it is possible to
provide a near instant response to prospects when
they visit a web page (such as an insurance
comparator site) using the visitor’s preferred
medium whether it is by phone, email, text or
instant messaging.
Since 1997, Sytel Limited has supplied best-of-breed software components and full-service contact center solutions to
systems integrators, VARs, ASP providers and resellers in over 50 countries across the world.
For more information, please contact Sytel at:-
6929 John F. Kennedy Blvd.,
Suite 20-201,
North Little Rock,
AR 72116-5339
T: (877) NA-SYTEL / (877) 627-9835
E: north.america@sytelco.com
W: www.sytelco.commed
ia s
ervic
esArchitecture
Softdial Contact Center™ Media Services are delivered via
one or more dedicated media servers. These servers may be
supplied by Sytel pre-configured, or built locally to Sytel’s
specification.
For IP only deployments, all switching, recording and media
processing is performed in software using Sytel’s proprietary
Media Services applications.
For full or partial PSTN/TDM deployments, Sytel Media Servers
can support 700 agents per server at a typical 2 channels per
agent ratio.
Load balancing and N+1 redundancy are provided by a
controller service which connects Sytel Media Servers to the
CallGem® Command and Control service.
The Sytel Media Server presents an aggregated media and
signalling resource to CallGem® and manages the resource
quota allocations that may be required in a hosted deployment.
It also manages interactions that combine a variety of
communication methods e.g. an outbound call which is
responded to by email, SMS or instant messaging (chat).
Every communication, regardless of the original format is
converted into a standard ‘call’ format which is then processed
by CallGem® as if it was a normal ‘voice’ call. This provides
a uniform and highly flexible way of handling any form of
communication and means, for example, that an incoming
email can be be processed through existing campaign queues
alongside voice calls and other non-voice interactions.
The shaded panel on the right illustrates how the Softdial
Contact Center™ Media Services architecture facilitates typical
mixed media sales communication in an outbound telesales
environment.
Here is a typical example of how Softdial’s
Media Services can add value in an outbound
telesales environment:
• An agent is logged into an outbound
campaign and also made a member of one
or more inbound queues
• The agent connects to a prospect on the
outbound campaign and agrees to follow up
the call with an email.
• During wrap on the call the agent prepares
and sends an email to the prospect
• The agent continues on the outbound
campaign
• The prospect replies to the agent’s email
• The incoming email session is passed to the
inbound mail Virtual Agent queue
• The VA script performs a data lookup to
determine to which agent the email should
be passed
• The inbound email session is sent to the
correct agent’s queue. If the original
agent is no longer logged in the session
may overflow to a general pool or an
acknowledgement email may be sent and a
return call scheduled for a later time.
• At the end of his current call the agent is
blended to receive the inbound email session
• The prospect’s account details are screen
popped to the agent along with body of the
incoming email. The agent is now able to
either respond to the email or make a follow
up call to the prospect
With this workflow sales conversions can be
maximized by providing a fast personalized
response to prospects using their preferred
messaging medium.
Copyright © 2011 Sytel Limited. All rights reserved. | Version 1.3 - Aug 2011
Features
Inbuilt auto attendant
Voicemail with shortcode access and
external retrieval
Outgoing and incoming calls
Call transfer
Group ring
Call/ group pick-up
Dial-by-name
Hunt group provisioning
Call hold
Inbuilt Operator queue – single user
or group of users
The IP PBX functionality incorporated within Softdial Contact
Center™ (SCC), provides intelligent call handling, voicemail and
IVR features for any number of phone extensions within the
contact center environment.
Unlike many contact center solutions, SCC provides a fully
integrated IP PBX. The PBX is a ready to use solution, so there is
no need to buy add-ons or spend money on a stand-alone PBX.
With our PBX, you won’t need to hire specialist experience in PBX
configuration to maintain it. All PBX functions can be configured
with our easy to use, browser-based user interface, so changes
can be made by your regular staff wherever and whenever they
need to.
The PBX features, like all other SCC functions, are ready for
integration into your legacy environment, including your preferred
soft phone or IP handset. Setup is a streamlined process with no
hidden costs in hardware, software or IT expertise.
The PBX can be used in both a hosted and premise based
environment. Multi-tenancy throughout SCC means that tenants
have complete control over all user features of the PBX.
Integrated IVR
No PBX would be complete without an IVR-based auto attendant
system. SCC comes with this feature inbuilt, fully integrated with
the PBX as a single system, and including configurable Text-to-
Speech (TTS) utilising the engine of your choice. Using the simple
user interface, a full departmental directory can be added within
minutes to the IVR Menu (e.g. Press 1 for Support, 2 for
Reception, etc).
Since 1997, Sytel Limited has supplied best-of-breed software components and full-service contact center solutions to
systems integrators, VARs, ASP providers and resellers in over 50 countries across the world.
For more information please contact Sytel at:-
6929 John F. Kennedy Blvd.,
Suite 20-201,
North Little Rock,
AR 72116-5339
T: (877) NA-SYTEL / (877) 627-9835
E: north.america@sytelco.com
W: www.sytelco.com Copyright © 2013 Sytel Limited. All rights reserved. | Version 1.3 - Feb 2013
Routing by DDI
Your agents/ groups can be given their own external direct dial
numbers (DDI), so inbound calls can be routed straight to their
extension.
Scheduling
Extensions and departmental queues can be automatically logged in
and out according to individual schedules, configured within the UI.
Voicemail
Voicemail is also fully configurable and integrated within SCC. Message
retrieval can be configured via a secure PIN number and can be
accessed internally via a shortcode, or externally via a DDI. And to
ensure you never miss an important message, voicemail recordings
are automatically sent by email to the recipient.
Shortcodes
Shortcodes provide instant access to a range of functionality via a
phone keypad; for example, the ability to log in and out of any
available workstation (‘hot desking’), to request ‘Do Not Disturb’, or to
set queues as in and out of service. Customized shortcodes may be
added as necessary using the Scripter tool.
Queues
Queues can be created for particular functions (e.g. support,
reception, sales), or for a particular user (including all extensions
associated with that user). These queues can then be serviced using
the standard PBX hunt group settings of Round Robin and Ring Group.
Queues can easily be configured to overflow to voicemail.
Customization
Like many of the user interfaces within SCC, the PBX UI is built and
delivered using SCC’s own Scripter tool. Those already familiar with
this tool will find advanced customization of the UI and IVR script
quick and easy.
Features
• Efficient,powerfulscriptgeneration
• Noprogrammingknowledgerequired
• Extensivelibraryofscript‘steps’
• Createre-usablecustomsteps
• Visual‘draganddrop’steplogicdesign
• Singleclickaccesstocampaigndatabase
• IntegratedwithMSExpressionBlend
• CreateinboundoroutboundIVRscripts
• Mixemail,SMS,chat,audioscripting
• Easilyintegratedwith3rdpartyapps
• Dynamicscriptupdatefeature
• Webdeployedforhostedapplications
More than 50 standard script components are
availablefor:
• Campaigndatabasequeries
• IVRfunctionssuchasDTMF,TTSandASR
• Callhandlingincludingtransfers,monitoring,
recording
• Creditcardprocessingandvalidation
• Email,SMS,IM,Faxsessionhandling
• Script flow – decision branch, compare
values,pauseresume
scriptingSytel solutions
Asanycontactcentermanagerknows,agenttimeisoneofthe
most expensive contact center resources, not just from an
employmentcostperspective,butalsointermsoflostoppor-
tunity when it is not optimally utilised.Well designed agent
scripts can boost agent performance, just as badly scripted
workflow will hinder an agent in closing a sale or providing
excellentcustomerservice.
Similarly,thetimetakentogenerateanewscriptorupdatean
existing script can limit the window of opportunity for the
client’scampaign.
SoftdialScripter™addressesbothofthesecriticalissueswith
a fully featured script andworkflow design suite that allows
relativelyinexperienceduserstocreateefficient,complexand
reliable agent script applications in a fraction of the time
normallyrequired.
BuiltusingtheverylatestMicrosoft.NETtechnologies,Softdial
Scripter™comprisesthefollowingusercomponents:
• ScriptDesigner-Apowerfulyeteasytousevisualscript
logicdesigntool
• ScreenDesigner-Fastscreenlayouttoolwithintegrated
MicrosoftExpressionBlendoption
• WebScripter-Thisisthewebapplicationthatrunson
theagentdesktop
scri
pti
ng Figure1-Simple‘DragandDrop’
scriptdesignwithSoftdialScripter
Since1997,SytelLimitedhassuppliedbest-of-breedsoftwarecomponentsandfull-servicecontactcentersolutionsto
systemsintegrators,VARs,ASPprovidersandresellersinover50countriesacrosstheworld.
Formoreinformation,pleasecontactSytelat:-
6929JohnF.KennedyBlvd.,
Suite20-201,
NorthLittleRock,
AR72116-5339
T:(877)NA-SYTEL/(877)627-9835
E:north.america@sytelco.com
W:www.sytelco.comscri
pti
ng
Script Designer combines an extensivelibrary of commonly used script compo-
nentswithanintuitive‘draganddrop’user
interface. Creating a script is simply a
matter of dragging script components
(steps)ontothedesignwindowandlinking
themtogetherbydragginganarrowfrom
between the steps (Figure1). Outcome
logicisdefinedwhenthestepsarelinked.
When script logic changes are required,
Softdial Scripter™’s dynamic update
featuremeans that agent script changes
can be quickly applied and the updated
scriptpoppedtotheagentonthenextcall.
Figure2-Partofahotelbookingscriptexample
Screen Designer comes in two flavours; thebuilt-inscreendesigner is ideal for generating medium complexity layouts
while for very complex designs, scripter designer supports
direct linking to Microsoft® Expression Blend®, one of the
mostpowerfulwebdesigntoolsavailabletoday.
Figure3-
Screendesignwith
MicrosoftExpression
Blend
Web Scripter runs the screens and scriptsgeneratedbythedesignertoolsinabrowseron
the agent desktop. Figure 3 shows a typical
agent screen displayed in the Microsoft®
ExpressionBlend®editingsuite.
Copyright©2011SytelLimited.Allrightsreserved.|Version1.1-Aug2011
Features
• Efficient,powerfulscriptgeneration
• Easilyintegratedwith3rdpartyapps
• Noprogrammingknowledgerequired
• Extensivelibraryofscript‘steps’
• Createre-usablecustomsteps
• Visual‘draganddrop’steplogicdesign
• Single-clickaccesstocampaigndatabase
• IntegratedwithMSExpressionBlend®
• CreateinboundoroutboundIVRscripts
• Mixemail,SMS,chat,audioscripting
• Dynamicscriptupdatefeature
• Webdeployedforhostedapplications
Morethan50standardscriptcomponentsare
availablefor:
• Campaigndatabasequeries
• IVRfunctionssuchasDTMF,TTSandASR
• Callhandlingincludingtransfers,
monitoring,recording
• Creditcardprocessingandvalidation
• Email,SMS,IM,Faxsessionhandling
• Scriptflow–decisionbranch,compare
values,pause,resume
• Webserviceintegration
• XMLprocessing
scriptingfor 3rd party integration
Sytel solutions
Sytel’s Softdial Scripter™ provides easy-to-use tools for the
fastcreationofbothlogicflowsandagentscreens.Whetherfor
inbound or outbound campaigns, for live agents or IVR, the
highlyintuitivevisualdesigntoolssimplifythecreationofeven
themostcomplexscripts.
Scripter also offers a simple yet powerful application
development environment with which non-programmers can
quicklyprovideunifiedfront-endaccesstoback-endprocesses,
whetherfromSytelora3rdparty.
Andifyouareconcernedaboutgettingmaximumvaluefrom
your existing investment, Scripter was designed from the
grounduptobeflexibleinordertoaccommodateintegration
withexistingoperations.
Using 3rd party components within Scripter
Scripts may require either the integration of existing
componentsorthedevelopmentofnewcomponentsusingthe
user’s familiar tools. Either way, the Scripter environment
allowsquickandeasyintegration.
Custom logic stepsIfyouhavewrittenanyspecialisedfunctionality(e.g.database
scri
pti
ng
access,creditcardpayment,calendarintegration,
etc), you can use these steps directly within
Scripter without the need for any re-coding.
Logicstepswritteninany.NETlanguagecanbe
easilyimportedintotheScripterframeworkand
are then available via drag-and-drop to any
script. Logic steps written in other languages
(e.g.Java)canalsobeusedviaawebservices
API.AsScripterdoesnotneedtounderstandthe
internalstructureof3rdpartycode, integration
isquickandeasy.
Fig.1-‘DragandDrop’ofacustomstepinthescriptdesigner
Using Scripter within legacy environments
Sytel’seasy-to-useScripterfunctionalityisnowavailablewithinlegacy
environments,reducingboththeneedforspecialistin-houseITscript
writingskillsandthetimerequiredtodevelopscripts.
Server sideScripterisavailabletocontactcenterenvironmentsthatdonotusethe
Sytelcoredialerandtelephonyservices,asaplug-inwithastandard
HTTPinterface.(SeeinFig.3)
Client sideScreensdesignedusingScriptercanbedeliveredintwoways:
1. toastandaloneInternetExplorer®browser.(See)
2. toanInternetExplorer®browserembeddedwithina3rdparty
application.(See)
Web deliverymakes Scripter ideal for even the largest cloud-based
deployments,servinghundredsofagentspertenant.
Since1997,SytelLimitedhassuppliedbest-of-breedsoftwarecomponentsandfull-servicecontactcentersolutionsto
systemsintegrators,VARs,ASPprovidersandresellersinover50countriesacrosstheworld.
Formoreinformation,pleasecontactSytelat:-
6929JohnF.KennedyBlvd.,
Suite20-201,
NorthLittleRock,
AR72116-5339
T:(877)NA-SYTEL/(877)627-9835
E:north.america@sytelco.com
W:www.sytelco.comscri
pti
ng
Custom on-screen controlsCustomcontrolscanbeimportedeasilyto
provide specific UI behaviour. It is also
possibletowrapupcustomcontrolUIinto
librariesforre-use.
High-volume, high-availabilityThe Scripter run engine is designed for
efficient and fail-safe operation. This
enablesSytelcustomerstorunlarge-scale
contactcenteroperationswitharelatively
small resource footprint. Scripter lends
itself naturally to cloud-based hosted
serviceprovision.
Fig.3-Scripterinlegacyenvironments
Copyright©2011SytelLimited.Allrightsreserved.|Version1.2-Aug2011
Fig.2-‘DragandDrop’ofacustomgridcontrolinthescreendesigner
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Up-to-the-second performance information is a vital component of
efficient call center management, providing the detailed intelligence
upon which crucial decisions are based. Storage and delivery of all
data on agent, dialer and ACD performance within Softdial Contact
Center™ is handled by Softdial Reporter Web™, Sytel’s next
generation reporting suite.
Both real-time and historical
In a single tool, Reporter Web delivers data on current activity, past
activity, or a seamless mix of both, updating in real-time. In order to
provide high-speed access, including real-time filtering, Reporter Web
utilises a noSQL database.
The noSQL model excels in the high-volume, high-speed environment
of a distributed/ cloud call center operation, and provides many built-
in tools to aid the fast delivery of accurate real-time data.
Reporter Web also puts historical data at your fingertips; no more
waiting for large SQL databases to process queries in order to provide
historical reports. Reporter Web aggregates KPIs (e.g. average talk
time) into 1 hour chunks, enabling highly agile data retrieval.
And if you need to drill down to individual events, all performance
data is written to an SQL database for retrieval on demand.
Data delivery to suit you
Whether you prefer to use your favourite report building tool (e.g.
Microsoft® Reporting Services, SAP® Crystal Reports, etc), a custom
Figure 1 - Softdial Reporter Web ™ architecture
web page, or Sytel’s own web front-end, the
data delivery options can provide just the
performance data you need, in the format
you choose.
Features
Seamless mix of real-time and
historical data
Built for hosting in the cloud
Data delivery options to suit you
Tight integration with 3rd party
products
Reports anytime, anywhere,
securely in a web browser
Inbound, outbound and blended
reports
Extensive filtering and drill-down
Flexible, customisable views
Print and download to HTML, PDF or
Excel format
Support for custom agent outcomes
Full localisation support
Summary and detail views for
agent, queue and campaign
Web-based reports
can be displayed
securely on any
device with an
Internet connection -
at work, at home or
anywhere in
between - enabling
supervisors,
managers and
tenant clients to
keep their finger on
the call center pulse.
Since 1997, Sytel Limited has supplied best-of-breed software components and full-service contact center solutions to
systems integrators, VARs, ASP providers and resellers in over 50 countries across the world.
For more information please contact Sytel at:-
6929 John F. Kennedy Blvd.,
Suite 20-201,
North Little Rock,
AR 72116-5339
T: (877) NA-SYTEL / (877) 627-9835
E: north.america@sytelco.com
W: www.sytelco.com Copyright © 2013 Sytel Limited. All rights reserved. | Version 2.4 - Feb 2013
High scalability
Capacity can easily be increased by adding
separate machines running Reporter Web
services. Load is automatically balanced
across all available services (known as
sharding), providing for both trouble-free
scaling, and high resilience, with no single
point of potential failure.
Recovery and failover
Reporter Web safeguards performance data
against loss, caused for example by hardware
or network failure.
For historical data, Reporter Web
facilitates database repair by on-demand
recovery/ replay of data from log files,
even months later, and even while agents
are still working.
For real-time data, Reporter Web provides
for automatic back-up in replica sets, so
that in the event of failure, service can be
redirected to the back-up (replica) without
interruption.
1) Sytel’s web UI
Reporter Web provides a fast, intuitive, web-based
reporting front end, offering a wide range of standard
reports. A single browser window contains separate views,
or ‘panes’, for campaigns, queues and agents, plus an
hourly breakdown. These reports are easy to customise
and filter to display exactly the data you need. Each user’s
favourite report layout, colours and configuration are
preserved.
2) HTTPS request & response
For users needing to integrate performance data into
custom web pages or 3rd party web reporting packages,
perhaps combined with line of business data, Reporter
Web can return data in HTML, PDF, Excel, JSON or XML
format, via a standard, secure HTTPS query (REST)
interface.
3) SQL query & response
For users needing a standard SQL interface, all
performance data is written to an SQL database, ready for
querying on demand. For users of previous versions of
Sytel reporting, Reporter Web provides an easy-to-use
migration tool from SQL to noSQL.
Built for hosted deployment
As with all Sytel products, Reporter Web is designed from the
ground up for hosted deployment in the cloud, with brick-wall
segregation by tenant.
Figure 2 - Example reports using the Reporter Web user interface
Features
• Predictive,Progressive,Preview,Inbound,
IVRcampaigns
• Multiplelistspercampaign
• Multiplenumberspercontact
• AutomaticInbound/Outboundblending
• Outboundskillsbasedrouting
• Dataselectionfilterswithpreview
• Retryandcallbackmanagement
• Timezonemanagement
• Donotcalllists
• Campaignscheduling
• Endoflistmanagement
• Automateddialerperformancetuning
• Callrecordingmanagement
• Databasemanagement
• BlendedAudio,Email,SMS,IM
• Regulatorycompliancemanagement
campaignmanagement
Sytel solutions
Campaignmanagementisattheheartofanycontactcenter.
Here the critical decisions that affect the productivity and
profitability of the business are made and with clients
demandingevermoreprecisionandgranularity incontrolling
how effectively their line of business data is managed, the
complexity of the contact center manager’s job can be
comparedtothatofanairtrafficcontroller.
Just liketheairtrafficcontroller,thecontactcentermanager
dependson reliableand competentmanagement tools todo
his jobwell. Softdial CampaignManager provides a logically
arrangedcontrolandmonitoringsuitethatsimplifiesthetask
ofkeepingthecontactcenter‘flying’underthemostdemanding
conditions.
IncommonwiththeotherworldleadingSoftdialcomponents,
SoftdialCampaignManager™automatesfunctionsthatshould
be automated while providing intuitive control interfaces
wherevermanualinterventionisrequired.
Highlights
Linked Campaigns
Multipleoutboundlistsmaybeeasilycombinedintoa
singlecampaign,maximisingdialerandagentproduc-
tivityandallowingcontrolledblendingofrecordsfrom
each list. Records may be apportioned based on the
individuallistsizesorratiosmaybeset,forexampleto
give time or access frequency limited lists higher
priorityandseparateretryrules.
Multiple Numbers per Record
Softdial Campaign Manager™ offers comprehensive
supportforupto10numbersperrecord,eachofwhich
maybeassigneddifferentcallprogressoptions,time-
to-calllimitsandprioritisationforretrypurposes.
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Figure1-LinkingcampaignsinSoftdialCampaignManager
Figure2-Multiplenumbersetup
Since1997,SytelLimitedhassuppliedbest-of-breedsoftwarecomponentsandfull-servicecontactcentersolutionsto
systemsintegrators,VARs,ASPprovidersandresellersinover50countriesacrosstheworld.
Formoreinformation,pleasecontactSytelat:-
6929JohnF.KennedyBlvd.,
Suite20-201,
NorthLittleRock,
AR72116-5339
T:(877)NA-SYTEL/(877)627-9835
E:north.america@sytelco.com
W:www.sytelco.com
Retry Schemas
Aversatilesetofretryschemasisalsoprovidedwith
theabilitytoadjustretryorderandretrycountlimits
based on individual numbers or all numbers in the
record.
Differentretrycountlimitscanalsobesetdepending
on the outcomes returned, for example, machine
detectionoutcomescanbesetwithalowernumberof
retries and higher retry limits can be set for busies
and no answers. It is also possible to set the retry
intervalbasedonthelastoutcome.
Filter Selection and Preview
Softdial Campaign manager provides flexible filter
selection options using either the built in ‘Condition
Editor’ which does not require any SQL Query
knowledge,oraSQLfreeformquerytoolthatallows
theusertoconstructmorecomplexselectionqueries.
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Figure3-RetrySchemasforMultipleNumbers
Figure4-SettingupafilterwiththeFilterconditionEditor
Figure5-Previewingselectionfilterresultswiththesnapshotpreviewfeature
Filtering can be based on any
campaign database field to select
onlyaparticular typeof record, for
example with a campaign running
duringworkinghours,filteringcould
be used to target people over
pensionableage.
Beforeapplyingafilteritisessential
tocheckthatthefilterwillselectonly
theintendedrecords.
Campaign Manager includes a
snapshotpreviewtoolthatallowsthe
usertotestandpreviewanewfilter
before applying it to the campaign
list, eliminating the risk of costly
errors.
Copyright©2011SytelLimited.Allrightsreserved.|Version1.0-Oct2009
IVRSytel solutions
Softdial IVR™ is much more than the simple ‘detect, capture
and route’ application found in other IVR products. Built on the
versatile Softdial Contact Center™ architecture, Softdial IVR™
leverages the powerful features of CallGem®, Softdial
Scripter™, Softdial Campaign Manager™ and Softdial Telephony
and Media Services™ to deliver an Inbound and Outbound IVR
solution unparalleled in its feature set and performance.
For example, Softdial IVR™ agents have identical call handling,
transfer, routing and media access capabilities as live agents.
This means that IVR agents may be used to
• handle an inbound or outbound call in its entirety (where
local regulations permit)
• validate and route an incoming call to a queue or a
blended live agent
• accept transfers from live agents to handle parts of an
inbound or outbound call
• handle other media sessions such as email and IM using
Softdial TTS/SR features
inte
ract
ive
voic
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spon
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Features
• Inbound and Outbound IVR
• integrated with Softdial Contact Center
• Efficient, Powerful Script Generation with
Softdial Scripter
• Fast Agent Screen Pop with Campaign
Manager Data Lookup
• IVR (virtual) agents have the same call
handling features as live agents
• Calls may be freely transferred between
live and IVR agents
• SAPI Plugin for Text to Speech and
Speech Recognition
• Easy integration with 3rd party applica-
tions and databases in real time
• Highly scalable, to 1000+ channels
Scripting IVR Agent Sessions
Softdial Scripter™ Designer is a fully featured script and workflow design application that allows novice users to create
efficient, complex and reliable agent script applications in a fraction of the time normally required.
Figure 1 shows a typical IVR script that has been designed in Softdial Scripter™. The rectangular icons represent a few
standard script ‘steps’ from over 50 provided with the software. To create a script the user simply drags the appropriate
steps onto the design area. The steps are linked together by dragging an arrow link between them. Step outcomes are
set during the one click linking process.
Figure 1 - Sample IVR Script designed in Softdial Scripter™
The example script performs the following commonly required
function:
1. Play an introductory greeting to the caller, requesting
them to enter an account number.
2. Capture the account number and save it to a script
variable field, exit on fail (6).
3. Perform a database lookup based on the account number
captured
4. If lookup fails, play a prompt requesting the user to
re-enter the account number
5. If successful, re-queue the call to a live agent, attaching
the account data to the session
6. End the call transaction for the IVR agent
When the live agent receives the transferred call they will also
receive a screen pop of the record data.
This script can be assembled and tested in 15 to 20 mins by a
relatively inexperienced user.
IVR for Outbound Campaigns
The ability to transfer a call to an IVR agent on
an outbound campaign can significantly improve
live agent productivity. For example, on some
financial services campaigns there may be a
regulatory requirement to advise the customer of
certain terms of business. At the appropriate
stage of the call the agent can transfer the call to
an IVR agent which will play a message and
capture an ‘accept’ response from the client
before passing the call back to a live agent.
Transfer to IVR may also be required on certain
campaigns for PCI compliance where sensitive
customer information must not be revealed to
the agent handling the call e.g. account
passwords.
Since 1997, Sytel Limited has supplied best-of-breed software components and full-service contact center solutions to
systems integrators, VARs, ASP providers and resellers in over 50 countries across the world.
For more information, please contact Sytel at:-
6929 John F. Kennedy Blvd.,
Suite 20-201,
North Little Rock,
AR 72116-5339
T: (877) NA-SYTEL / (877) 627-9835
E: north.america@sytelco.com
W: www.sytelco.cominte
ract
ive
voic
e re
spon
se
Figure 2 - Simple ‘Drag and Drop’
script design with Softdial Scripter™
Copyright © 2011 Sytel Limited. All rights reserved. | Version 1.1 - Aug 2011
Sytel’s Softdial Contact Center™ supports audio recording of agent/ caller conversations as standard. SCC can be
configured to record all calls in a campaign, all calls by a particular agent, or pass control to the agent to record particular
calls, or portions of a call. The recording format can be either uncompressed (.wav) or compressed (.mp3).
Here are answers to some common questions on Sytel call recording.
For PCI compliance, can SCC avoid recording sensitive information, e.g. credit card data?
Yes. The SCC API offers the facility to record silence (mute record) for a specified section of the conversation.
Can the recordings be exported?
Yes, Sytel can provide a batch process, or an automated job can be run to export the recordings to a specified location.
Also, individual recordings can also be exported or emailed as needed.
Can SCC handle dual stream recording?
Yes, multiple recordings can be made of a single call session. For example, by recording the whole call and also separately
recording responses to individual questions.
Can recordings be retrieved using search criteria?
Yes, by using Record Monitor, SCC’s recording search tool.
Record Monitor has 4 tabs, described below.
i. Recent recordings (see Fig 1): shows the last 200 recordings processed by Record Monitor.
Figure. 1
ii. Today’s recordings: shows only recordings made today
iii. Yesterday's recordings: shows only recordings made yesterday
iv. Search (see Fig 2):
Figure 2.
The Search tab allows the user to search for single or multiple recordings by using the following search criteria:
• Campaign Name
• Agent Identifier
• Session ID
• Telephone Number
Exact Match
If checked: any records exactly matching the search text will be retrieved.
If unchecked: any records containing the search text will be retrieved.
Custom tags
When setting up a campaign, up to six custom tags can be specified from the list of available data for each call in order
to aid the search process, e.g. mobile number, postcode.
Using the Search tab,
single recordings may be downloaded and played directly
multiple recordings may be zipped and downloaded
Since 1997, Sytel Limited has supplied best-of-breed software components and full-service contact center solutions to
systems integrators, VARs, ASP providers and resellers in over 50 countries across the world.
For more information please contact Sytel at:-
6929 John F. Kennedy Blvd.,
Suite 20-201,
North Little Rock,
AR 72116-5339
T: (877) NA-SYTEL / (877) 627-9835
E: north.america@sytelco.com
W: www.sytelco.com Copyright © 2012 Sytel Limited. All rights reserved. | Version 1.2 - Feb 2012
• Agent Outcome
• Switch Outcome
• Call duration
• Call start time
Softdial Phone™Sytel solutions
Softdial Phone™ is an integrated software telephone user
interface for use by call center agents, supervisors and admin-
istration staff.
In addition to standard outbound and inbound calling functions
Softdial Phone™ provides access to advanced dialer features
including call transfer, call conferencing and call recording. It is
fully integrated with the Softdial CallGem™ management
functions such as agent logon, agent logoff and supports
predictive campaigns with ‘Go Available’ and ‘Go on Break’.
Softdial Phone™ works with CallGem’s presence management
to keeps track of agent availability and maintains call and
contact history for easy and fast location of previous callers by
name or number.
The layout of Softdial Phone™ user interface is shown below.
Soft
dia
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e™
Features
• Multi-Tenant Aware
• Automatic Connection and Logon
• Call History
• Contact List
• Hold / Mute
• Recall Last Incoming Call
• Recall Last O utgoing Call
• Speed Dial
• Call Transfer (Blind/Screened)
• Conference Call
• Coaching
• Record Call / Record All Calls
• Start Wrap
• Go Available / Unavailable
• Request Break / Return from Break
• Show / Hide Keypad
While a call is in progress, the yellow display area
shows essential information about the call:
• whether the call is inbound or outbound
• campaign name (if logged into a campaign)
• whether the phone is logged in to a campaign
• whether the phone is available to take
predictive or preview calls
• whether the call is being recorded
• whether the call is on hold or muted
• whether the logged in and available agent is
on break
• whether the call is being transferred or
conferencing
• the current state (idle, talking, ringing, etc)
and the length of time it has been in that
state
Softdial Phone™ has a highly intuitive user interface with
tooltips on each control indicating its function. The user
interface has been carefully designed for fast efficient workflow.
All connection, logon and optional parameters can be
pre-configured and automatically activated on startup:
• extension nailup
• recording of all calls
• SIP address support, allowing SIP addresses to be
entered for calling as well as phone numbers
Full integration with the CallGem multi-tenant model means
that multi-tenancy and tenant security is supported. Users
must specify the tenant name, user id and password at logon.
Once logged on, the agent or supervisor has all the features
they require easily accessible on the circumference of the
phone interface avoiding the need to search through multiple
menu lists.
Softdial Phone™
provides a full
range of essential
supervisor
features for
maintaining call
quality:
• call monitoring (overt or covert)
• agent coaching (supervisor heard by agent
only)
• barge-in (supervisor heard by agent and 3rd
party)
All calls may be recorded by selecting the Record
All Calls option at logon or individual calls may be
selectively recorded by the agent.
The keypad also features a ‘speed dial’ mode for
frequently used numbers and a range of user
configurable options (see left) that are designed
to improve agent efficiency and make the Softdial
Phone™ user interface straightforward and easy
to learn.
Softdial Phone™ is
also fully
compatible with
Sytel’s IP
telephony
solutions and
includes full SIP
user agent
support.
Since 1997, Sytel Limited has supplied best-of-breed software components and full-service contact center solutions to
systems integrators, VARs, ASP providers and resellers in over 50 countries across the world.
For more information, please contact Sytel at:-
6929 John F. Kennedy Blvd.,
Suite 20-201,
North Little Rock,
AR 72116-5339
T: (877) NA-SYTEL / (877) 627-9835
E: north.america@sytelco.com
W: www.sytelco.comSoft
dia
l Ph
on
e™
Copyright © 2011 Sytel Limited. All rights reserved. | Version 1.1 - Aug 2011
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