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) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
Contact Center Platform – Enterprise
High performance platform to drive contact center productivity – cloud, on-premise or hybrid
Blended Media Desktop
Fully customisable, multi-channel, multi-session workspace
Browser-based tools, no software installation required
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 Channels
Voice, chat, email, social, etc – fully integrated and blended
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
Highly flexible unified web UI for agents, supervisors and administrators
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
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
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™
Automation to optimise any outreach strategy
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
By Business Type
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
Connect quickly to well equipped agents
Best-of-breed predictive dialing with CATI integration
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Secure, highly-configurable multichannel communications for excellence in patient care