GDV (Australia) – Integration into 3rd Party Solution

Industry: Charity
GDV turned to Lake Corporation Pty, an Australian owned supplier of value added multimedia solutions for contact center providers. At the core of its XCalibur Connect solution is the Softdial Plugin® dialler application.

About Guide Dogs Victoria (GDV)

Based in Australia, Guide Dogs Victoria (GDV) is one of the state’s oldest and best loved charities. Operating across the Australian state of Victoria and with its headquarters in Melbourne, GDV is committed to meeting the mobility needs of people who are either blind or visually impaired, through dog companionship, ultimately enhancing their quality of life and helping them to achieve a level of independence they may not previously have enjoyed.

The organisation receives only minimal government funding and is reliant on donations, bequests and the proceeds from the telemarketing of a wide range of popular merchandise.

Guide Dogs Victoria (GDV) logo

The requirements

Vladimir Hinrichsen, GDV’s Financial Controller explained

“We were previously managing the call center operations the hard way. Our agents were constantly frustrated by the inability to connect ‘live calls’ with customers, which in turn discouraged staff from achieving their sales targets. The process was slow and we were frequently missing sales opportunities.”

GDV turned to Lake Corporation Pty, an Australian owned supplier of value added multimedia solutions for contact center providers. At the core of its XCalibur Connect solution is the Softdial Plugin® dialler application (now the Sytel AI Dialer™). Designed by the UK based Sytel Limited, Softdial Plugin is developed using a highly sophisticated simulator known as the Virtual Event Machine® (VEM). Capable of running in excess of 10 million calls per second, Softdial Plugin is aimed at software houses, switch vendors and system integrators who have a specific requirement for a predictive dialler that offers outstanding performance under compliance.

Michael McKinlay, managing director at Sytel Limited commented

“Lake Corporation are a strategic partner and our work with them has opened up many opportunities in the Australian contact center market.”

The results

Before implementing the Lake System, GDV’s telemarketing was principally based on a semi-manual dialling system that was developed in-house. Its ability to operate efficiently was constrained by the frequent no answers, answering machines and wrong numbers, together with other problems associated with network conditions.

With the new Lake system now installed, GDV are able to make a lot more completed calls, whilst retaining the same number of staff. For GDV, the XCalibur Connect functionality not only meets, but exceeds both international and Australian compliance codes, regulations and legislation for contact centre practice including integration with do-not-dial databases and the virtual elimination of over-dialling.

As Mr Hinrichsen concluded

“We are confident that the new system will deliver a real and absolute increase in merchandise sales and that agents will now be able to meet their sales targets sooner, for which they are offered attractive incentives.”

About Sytel

Based in the UK, Sytel Limited provides contact center solutions to organizations in over 30 countries. In the outbound world, its predictive dialler, Softdial Plugin, is recognized as being the leading dialler for delivering effective performance under compliance. Sytel has campaigned in all major markets for responsible rules for predictive diallers and acts as advisors on dialler regulations to many national marketing and government bodies around the world.

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