Safeguarding Your Contact Business

January, 2020

Compliance with outbound contact regulation is a given, but it is often made more difficult by layer upon layer of legislation. To comply, you need a software-based rule-checking process.

The need in many countries for every customer engagement to comply with outbound contact regulation is a given; comply or face considerable penalties.

But it is often made more difficult by layer upon layer of legislation; for example, in certain territories:

  • you may only have one conversation, via any medium (voice, chat, SMS, email, etc) with a debtor in a given day, including if the debtor has called in
  • you may not contact a person more than five times in a week
  • you may not contact a person by any media more than once in 48 hours
  • if a voice call was abandoned, you may not try again for 72 hours
  • you may not call this number if it is on the company/ state/ country-wide Do Not Call (DNC) list

That’s no small challenge. To comply with potentially many levels of regulation, any contact engine, before initiating the next contact, must ask a software-based rule-checking process for an instant decision whether to make contact or not.

Any software designed to meet this challenge must have the following characteristics:

  1. flexibility – to tightly define any and all compliance rules, however complex, for any media channel and combine them in a single ruleset
  2. instant access to a customer’s contact history – to deliver precise contact history data across all media channels for a phone number, or a customer who may have several phone numbers or other contact addresses. This is essential for any ‘no customer contact for X hours’ rule, and any that refer to both inbound and outbound
  3. real-time processing – in the case of predictive dialing, to make decisions instantly, for potentially hundreds of dial requests per second, across all the rules for each request, so that predictive performance is not hampered
  4. failsafe – if the host, process or network fails, the system must block requests for contact until the service is re-established, in order to ensure compliance

Without these facilities, you risk failing to be compliant, and incurring penalties.

If you suspect that your contact software can’t cope with the complexities of compliance, just contact us.

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 Platform

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

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    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

Customise, Localise, White Label

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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 Channels

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

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound 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

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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

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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™

Maximum predictive dialing performance, 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™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

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

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Performance and efficiency for a wide range of business applications

By Business Type

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Market Research

Best-of-breed predictive dialing with CATI integration

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