All About Regulation

January, 2017

As regulators scratch their heads as how to prevent abuse and establish markets that work for both consumers and businesses, there are three clear lessons that history shows.

Writing from the UK, we have always been an admirer of Ofcom’s (the UK telecoms regulator) attempts to control outbound activities in the UK. But their latest policy announcement on their controls has prompted some reflection we would like to share with you..

As a manufacturer of call center software that we sell all over the world, we have a vested interest in seeing our software serve real business needs, whilst at the same time delivering value to consumers.

When we launched our predictive dialer some 20 years ago it was into a market that seemed to care little about consumers. The attitude was call whoever you like, whenever you like, keep them waiting on the phone, hang up if no agent available – then keep doing it.

In retrospect it was obvious; bring in a game-changing technology at low cost and don’t set reasonable rules as to how it impacts consumers. Expect chaos, and that is what we eventually got in outbound markets, everywhere.

And that is still the case today in many markets. But the chaos is arguably less in those countries who have brought in regulations.

Going back a decade or more, some countries experimented with self regulation. Great if you can make it work, but when there are no penalties for ignoring rules drawn up by say national marketing associations, then don’t expect wide compliance. It just doesn’t happen!

As Ofcom and other regulators around the world contemplate call center activities and scratch their heads as how to prevent abuse and establish markets that work for consumers as well as business, there seem to be three clear lessons from recent history.

  • The first is don’t be deceived into thinking that a free market, with no constraints on call center operators, will work well. It won’t.
  • The second is that regulation needs to be a proportionate response to both the needs and wishes of both consumers and business. If it is not, it will fail.
  • And the third is that regulation need to be measurable, unambiguous and enforceable. If this is not the case, then it regulation likely to be more honoured in the breach than in the observance.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or 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 Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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 Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent 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

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • 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™

    Best-of-breed predictive dialing 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™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app