The CCaaS requirements

To deliver contact center as a service (CCaaS), Genius needs to work with software that can be deployed in the cloud, is highly scalable and quick for customers to get up and running. Additionally, it is essential that the solution Genius provides its customers is customizable, fully compliant with Ofcom, PCI, DSS and DPA rules and regulations while also delivering excellent dialler performance.

Genius chose the Sytel contact centre solution as it meets all the requirements specified and also provides an extensive set of APIs that enables Genius to develop deep customizations.

The strengths that set Sytel apart for Genius are:

• Excellent performance under Ofcom regulations
  Unlike other predictive diallers, Sytel’s solution does not rely solely on an algorithm. Instead, Sytel uses high speed simulation to refine any ‘best guess’ an algorithm might provide, thereby delivering accurate dialler pacing which delivers low wait times and excellent levels of agent talk time per hour.
• Ability to adapt to dialling conditions
  Live call rates are reducing, people are simply not answering their phone as much as they used to. Sytel’s design allows it to immediately adapt to difficult dialling conditions, to give the best possible performance.
• Full set of services
  The Sytel solution covers all the standard features expected of contact centre software; call handling for inbound, outbound, blending screen and call recording, skills based routing and IVR. Genius is able to take this powerful set of features and integrate it in to their own solution to provide a complete bespoke service for each customer.
• Integration of management information
  The ease with which Sytel’s dialler can be integrated with other applications enables management information dashboards and CRM functionality to be supplied as standard to customers regardless of their size or industry.
• Compliance
  Sytel has served as an advisory body to Ofcom and other regulatory and marketing bodies on several issues including silent and nuisance calls. Sytel is recognized in the market as delivering a world class dialler that delivers effective performance while complying with stringent limits. This provides Genius with the compliance assurance they need, no matter what type of customer.
• Ease of implementation
  Genius has to be able to deliver a service to customers that is cloud based, quick to install and is scalable. The Sytel solution meets all these needs, plus it allows tenants to be dynamically provisioned and amended as required without disruption to other users.
• Scripter functionality
  The powerful scripter application within the Sytel software provides easy-to-use tools for the fast creation of logic flow and agent screens. The highly intuitive visual design tools simplify the creation of even the most complex scripts. Genius is able to include this scripter functionality within their customized solution so non-programmers in their customer base are able to confidently use the tool to deliver their own scripts.

The results

As a result of using Sytel’s product, Genius has become the leading cloud solutions provider in the UK for call centres.

John Thompson, MD of Genius PPT, said

“Sytel software has allowed us to build and deliver a world class outbound solution for our clients.”