SYKES OneTEAM™

A Cloud-Based Workforce Management System

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SYKES OneTEAM

You need agile and dynamic technology tools that enable your front-line teams to collaborate efficiently while giving managers the insights necessary to manage performance remotely.

Developed by SYKES, OneTEAM increases the effectiveness, consistency, and delivery of customer care services in SYKES operations around the globe.

The cloud-based platform serves as a centralized hub that enables our work-at-home delivery model, SYKESHome™. Within this remote working environment, OneTEAM provides a convenient place for:

Streamlined Communications
Visibility Into Individual & Team Activity
Team Engagement & Collaboration
Flexible Account Management
Precision Training
Analytics

OneTEAM

Intelligent Automation   •   Insight Services   •   Human Augmentation

Team Chat
Virtual Meetings
Activity Monitoring
Live Monitoring Voice & Screen
Alerting
Workflow Integrations
SYKES OneTEAM

Engaging Agent Experience

OneTEAM gives agents more tools at their fingertips to answer complex questions. Whether working in-center or remotely, they have a place to ask peers for help, message their manager, and receive alerts.

Agents can also access key resources such as a knowledge bot (kbot) and Precision Learning.

SYKES OneTEAM

Kbot

An intelligence tool that works in the background to assist agents with questions in seconds. It reduces time-consuming searches for answers, so they can focus on helping customers quickly and accurately.

SYKES OneTEAM

Precision Learning

A resource that directs personalized micro-training modules to agent desktops in real time. Agents can train at their desks during quiet periods to improve their skills and knowledge.

Hands-On Performance & Workforce Management Security Digital Insights & Benefits
Hands-On Performance & Workforce Management
Security
Digital Insights & Benefits

Hands-On Performance & Workforce Management

OneTEAM empowers oversight at every level of interaction and performance.

  • Track data, interactions, tasks, status, and location.
  • Monitor how long an agent has been on a call or chat.
  • Listen to and monitor interactions.
  • View an agent’s screen.
  • Activate real-time interventions as needed.

Security

OneTEAM is a secure, PCI-compliant environment whether agents are working at home or in a physical contact center.

  • Encryption and redaction features prevent sharing of customers’ personal information.
  • Customer conversations are recorded for easy auditing.
  • Agents’ connectivity and systems access are continually monitored.
  • Data is encrypted in a controlled, web-based environment to protect against fraud.
  • The platform includes real-time monitoring, multifactor authentication, biometrics and facial recognition, desktop lockdown, and a clean desk policy.

Digital Insights & Benefits

OneTEAM tracks every click and motion, gathering telephony and telemetry data in huge quantities.

  • Machine-learning algorithms frame the shared experience between the customer and agent.
  • AI provides a summary of each interaction, including customer intent, issue, and resolution.
  • The system makes recommendations for automation, coaching, and training opportunities.
  • Microsoft Power-BI smart dashboards organize and report information.

Connect With SYKES

Learn more about how SYKES OneTEAM support improves customer loyalty and reduces costs.