The client
CloudControl has been a leading provider of cloud contact center services since 2003, with offices in France, Tunisia, Morocco and Dubai, servicing France, the Middle East, Africa and a number of other European countries.
CloudControl manages over 100 campaigns daily, and 1.2 billion calls yearly, with up to 3500 agents connected on its cloud contact center platform. The platform services a full range of industries including health, e-commerce and manufacturing, with a key focus on banking and finance.
Campaigns daily
Billion calls yearly
Agents connected
The requirements
With 95% of their customers requiring outbound voice services, CloudControl researched a number of leading predictive dialers. They were specifically looking for excellence in technology along with flexible configuration at a competitive price per agent.
CloudControl approached Sytel and was impressed with the presentation of Sytel’s Softdial Contact Center™ (SCC) suite, including the Sytel AI Dialer™, Sytel Global Compliance™ and Softdial Campaign Manager™. They were especially drawn to the versatility of Softdial Scripter™ and were quick to realise the great potential it offered.
The Sytel solution
Sytel delivered a comprehensive training program to CloudControl’s in-house technical team, who then installed SCC on premise in a number of different countries.
With the introduction of multi-tenancy into the Sytel suite, CloudControl based the platform in Paris and moved to the cloud. This move meant that no more premise-based installations were required and this was a key factor in CloudControl’s success.
However, the main contributor to success was the seamless and reliable interaction between Sytel’s dialer, campaign manager and scripter components. CloudControl soon mastered the power of Softdial Scripter to optimise productivity and maximise agent efficiency within their call centers.
SCC’s open APIs gave CloudControl the flexibility to integrate with any of their customers’ in-house bespoke applications as well as CRMs and new technologies as they came along.
The result
Fethi Madani, CEO of CloudControl France commented:
“To put it mildly, we simply love this Sytel product. It is easily one of the most powerful and compliant outbound suites in the industry, enabling us to build a large part of our business around it.”
Madani added:
“In a world where outbound dialing gets a bad rap, we have been able to get great performance from Sytel, whilst dialing compliantly and not abusing our customer base. This has been vital in growing our business.”
Commenting on the partnership, Sytel CEO Michael McKinlay stated:
“They are an exemplar in the responsible way they have worked with our product, with agents based in 15 countries. They have been running at a peak of 3500 agents using Sytel’s AI dialer and also its inventory management system, for handling large amounts of data and outbound optimising call flows.”
McKinlay concluded:
“CloudControl’s experience shows that organisations can make significant productivity gains using compliant dialing, at a time when responsible organisations are very alert to the need for better dialer management.”
About CloudControl
CloudControl offers 360° CRM tools linking business telephony with after-sales, sales and marketing and central administration and accounting. It frees its customers from technical management so they can focus on their core business.
CloudControl has been at the forefront of technological breakthroughs for 20 years. It adopted VoIP in 2001, cloud in 2003, AI in 2010 and IoT in 2015. It offers a new generation of full IP contact centers and in 2015 launched its SMS Marketing service to meet the need of mass-marketing advertising and collection.
