Brazilian Call Centers in Transition

November, 2018

Brazil fell off the cliff with bad outbound practices but is now focused on recovery.
Readers of our blogs will have noted how, over the years, we have chronicled the move from outbound calling to other forms of customer engagement, for example see Push vs Pull in June of this year.  One reason for this has been call centers, out of control, bombarding consumers with spam and nuisance calls. This phenomenon is not just confined to developed countries, but is global.  This month we turn the spotlight on Brazil.

According to a recent study there, each Brazilian receives, on average, 37.5 “spam” phone calls per month.  This is the highest among Latin American countries and grew 81% over last year.

Most of these calls come from robots or low-cost automated systems playing recorded messages to identify and keep the customer on the line.  They are usually part of a strategy aimed at keeping call center agents busy at all times.  Excess calls are simply terminated, even if they have been answered by a customer.

Ultimately, as has happened in countries such as the UK and the US, these practices have extremely negative effects on customer behaviour and hence agent productivity.  Not surprisingly, services to enable black listing of callers are growing exponentially in Brazil.  All this is leading to an exhausted market, obliging companies to rethink how they communicate with their customers.

To try and salvage the situation, demand for innovative communication channels allied with strategies to improve the customer experience are now in strong demand in Brazil.  The digital era means true multimedia and multisession solutions, allowing the customer to take charge of the dialogue with a contact center in the way we described in our Push vs Pull blog.

So the main way ahead for great customer service in Brazil is now being driven by customers deciding what media they want and in their time.  In this “new market” contact centers need to offer a joined up media experience allowing customers to communicate in the way that best suits them, for example chat, email, WhatsApp, Facebook messenger, Telegram, WeChat, as well as voice and video.  Innovative companies in Brazil are also striving to return to good practices in outbound dialing by adopting compliant AI dialing techniques and Sytel is at the forefront of this move.

Brazil fell off the cliff with bad outbound practices and are now as focused as any country in the world in recovering from this, and showing how a great CX experience can be delivered.  We will update you in a future blog!

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


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


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


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