Callus/ Comdata (Turkey) – Hosted Contact Center Solution Across Multiple Sites

Industry: Outsourcing
Callus is the fourth largest operator in the contact center services outsourcing market in Turkey. Sytel's integration partner in Turkey, Intelitel, were engaged to install Sytel's Softdial Contact Center™ to provide hosted, multi-site, high-performance predictive dialing.

About Comdata

Comdata Group, founded in 1987, is currently the leading Italian business process outsourcer, offering call center, help desk, back office, credit management and document management services in several countries. In July 2013, Comdata extended its presence into Turkey by acquiring Callus Information and Communication Services Inc., along with the faith that Callus will strengthen Comdata’s service capacity.

Comdata logo

About Callus

Callus, founded in 2003, has a staff of 1,400 and is the fourth largest operator in the contact center services outsourcing market in Turkey with two locations in Istanbul and Samsun. In addition to providing contact center services for the Koç group of companies, Callus outsources inbound and outbound contact center services, and business processing services, for more than 50 customers, including Vodafone Turkey, across more than 100 projects.

Focusing on technology development and innovation, Callus has shown key improvement in service levels. Callus aims to continue that success with sustainable growth as part of an international company.

Callus logo

The requirements

In 2009, as part of a technology upgrade, Callus began a search for a predictive dialing solution, and had a variety of requirements for their selected dialer:

  • It must deliver very high predictive performance
  • Progressive and preview dialing must also be available. Callus’ range of campaigns required a range of dialing modes to suit each situation
  • Pricing must be competitive
  • The supplier must offer a free trial for Callus to assess the capabilities of the solution
  • An integrated scripting tool was also important for the production of agent screens
  • The solution must be designed to operate in a hosted model, and across multiple sites
  • The solution must integrate with the existing PBX, voice and data recording, and quality management systems
  • The supplier must provide local, same-language, hands-on support.

 

Trial and results

Sytel’s Softdial Contact Center™ software was selected for a trial, and Intelitel, Sytel’s integration partner in Turkey, was engaged to perform the implementation of Sytel’s software suite. Intelitel provided hands-on integration and project management services throughout the trial to ensure the architecture met Callus’ requirements.

L.Burçin Sözütok, Technology and Business Development Director for Callus commented

“The top benefit is that Sytel offer a one-stop solution for all our needs. This means no more specialist development and integration in order to make packages from separate vendors play nicely together.”

 

“The level of flexibility, support and assistance that Sytel and Intelitel have provided during the trial and throughout usage of the platform has been outstanding.

 

“Many tasks can now be completed much more quickly and with less effort with the Sytel system. For instance, the time to create campaigns, or to develop agent screens, can now be measured in days rather than weeks!

 

“And we have experienced a fast return on investment due to the very high productivity of the Sytel dialer.”

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 Types

All Media Types

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

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

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