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 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.

  • 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

    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