We Chose Fish

June, 2015

Sytel takes more of a hands-on approach to corporate responsibility.

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 Platform

Softdial Contact Center™ - tightly integrated modules, 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

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

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

Collections

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