Genius PPT (UK) – Full Service Hosted CCaaS

Industry: Hosted Service Provider
Genius PPT needed software that is fully compliant with Ofcom regulations, can be deployed in the cloud, is highly scalable and quick to get up and running.

About Genius

Based in Glasgow, Scotland, Genius PPT Limited hosts diallers as part of their customized call centre solution for contact centres throughout the UK.

Genius’s customer base ranges from SMEs to major blue chip companies straddling multiple industry sectors.

Genius PPT logo

The requirements

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.”

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