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 type 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 types 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), 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