Avance (UK) – Hosted CCaaS with CRM integration

Industry: Outsourcing
Avance Group, a leading UK CRM outsourcer, recently had a complete relook at their systems and came to Sytel with a long list of requirements.

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.

Avance Group logo

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.

The results

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.”

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