About Avance Group
Avance is one of a new generation of specialist outsourcing call centres, totally focused on improving the performance of accounts receivable and customer relationship management. Their approach sets great stall in innovation. “We do not simply ‘take out’ a process for our partners – we immerse ourselves in it, using our cross-sector knowledge to identify and deliver continuous process improvement.”
They operate in 40 countries, in more than 32 languages, giving them the scale needed to tackle multinational operations, cutting through corporate hierarchy to simplify operations and give senior decision makers the information they need to manage effectively.
The CCaaS requirements
Avance Group, a leading UK CRM outsourcer, had a complete relook at their systems and came to Sytel with a long list of requirements needed to deliver contact center as a service (CCaaS) to existing and new clients.
- Their growth plans were very ambitious and they needed systems that could grow to handle more than 1000 simultaneous outbound calls
- Reliability was absolutely key. They, and their blue-chip clients, were very intolerant of downtime
- Flexibility in all ways was also key. They wanted to link some of their own existing applications into Softdial Contact Center™ (SCC).
- Avance deals with some of the leading enterprises in the country and their demands were very exacting. That meant working with products that are flexible and can be fine-tuned and adapted quickly to meet not just 99.99% but exactly what the customer wants.
- Hosted capability was vital. They needed multi-tenancy that is there from the ground up and just works, so that they could provide their solutions to other outsourcers
- They needed a solid architecture using a supplier who continues to innovate at a strong rate
- And crucially, they needed a predictive dialler that was going to be not just compliant with Ofcom regulations, but give great performance under compliance.
We sat down with Campbell Mitchelson, Avance’s IT Director, and said “take a free trial, we’ll support you and you won’t be disappointed!”
When the trial was over and the integration complete, Campbell shared his response with us:
“Well, I am just delighted at how you have performed against all our demands. And let me single out two things in particular. Not only was the integration of our apps with the Sytel solution not a problem, but your help in doing this was superb. Your instant responses on all matters, be it support, licensing, or product issues, has been astounding and simply unequalled in my experience; the industry could learn a lot from the way in which you look after your customers.
And your dialler has been truly great. It left the legacy dialler we had been using trailing a long way behind and is bringing huge additional productivity to our bottom line.”