CloudControl (France) – Cloud Based Scripting for Maximum Agent Productivity

Industry: Outsourcing
CloudControl adopt SCC for global contact centers managing over 100 campaigns daily
CloudControl logo

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.

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

Flexible Contact Center Platform

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

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

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

All Media Channels

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Dynamic Workforce Management

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

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

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™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

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

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app