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

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

  • Contact Center as a Service (CCaaS)

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

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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 Types

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

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type
  • Dynamic Workforce Management

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

  • 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

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™

    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™

    Best-of-breed predictive dialer; maximum 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

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

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

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app