Many of our readers are on sun loungers this month looking for a change of topic so we thought we would task our CEO with a question he is often asked which is why Sytel is providing charitable support to a fishing village in Samoa.
“Well, like most companies we have a healthy sense of corporate responsibility in wanting to put something back into society. Our ‘society’ is a global one and we set ourselves several objectives. We believe very strongly that giving to charity should be done with total awareness and a full understanding of where the donations go and how the money is spent. And we like being hands-on and getting involved! That’s why we directly sponsor a fisheries project on Manono Island in Samoa.
We chose fish over people not because people don’t matter but because without proper fish conservation then there may not be any people! But how to identify a project at grass roots level? Simple; we rang up the World Bank and asked to speak to the person in charge of fish! It was 2010, there had been a recent hurricane in Samoa and several villages were suffering as a result. The very helpful World Bank put us in touch with the Ministry of Agriculture and Fisheries (MAF) in Samoa. There were several very worthy causes and we selected the village of Lepuia’i on Manono Island, which had suffered substantial damage to their fishing reserves.
MAF worked with us on a simple written policy which identified how the aid would be used, allowed for effective monitoring by MAF and led to the headman of the village opening a bank account so he could directly control how the money was spent.
I visited the island a couple of years ago and got a real feel for the strength of the community spirit in Lepuia’i. There was lively discussion about the merits of simply re-stocking the fish and shellfish versus putting effort in to regenerating the reefs so fish would naturally congregate and breed. The argument for sustainability won through and the villagers are positively involved in coral replanting and building artificial reef structures as part of the reef rehabilitation program.
There is a great sense of pride in the whole Lepuia’i community in what they are doing and we are delighted to be a part of it.”
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
Work Anywhere
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
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
Optimise agent usage and balance workloads in real-time without human intervention, 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
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
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
Solutions
Performance and efficiency for a wide range of business applications
By Business Type
Enterprise
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
By Industry
Customer Service
Connect quickly to well equipped agents
Market Research
Best-of-breed predictive dialing with CATI integration
Debt Collection
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Healthcare
Secure, highly-configurable multichannel communications for excellence in patient care