Infinity CCS (UK) – Integration with Third-Party System

Industry: Outsourcing
Sytel were invited to join Infinity Contact Centre Software Limited, the IT development arm of the Teleperformance Group and a developer of the Infinity suite of software, a leading contact centre management application used in some of the most demanding, outsourced environments in the world.

Background

As the call centre industry shifts up yet another gear to cope with the increase in calling regulations, so too comes the demand for robust, reliable diallers, capable of handling complex campaigns that perform effectively, when working to low targets for abandoned calls.

Designed by Sytel Limited, the Sytel AI Dialer™ is installed in call centres around the world. Developed using a highly sophisticated simulator known as the Virtual Event Machine® (VEM) and capable of running in excess of 10 million calls per second, Sytel AI Dialer is aimed at software houses, switch vendors and systems integrators, who have a requirement for a predictive dialler that offers outstanding performance under compliant rules.

About Infinity

Sytel were invited to join Infinity Contact Centre Software Limited, the IT development arm of the Teleperformance Group and a developer of the Infinity suite of software, a leading contact centre management application used in some of the most demanding, outsourced environments in the world. Core to the development of the Infinity application for outbound use is the Sytel Softdial Plugin® predictive dialler (now the Sytel AI Dialer™).

Infinity Logo

The results

Michael McKinlay, managing director at Sytel said

“We are the ‘secret agent’ in many call centre solutions around the world. The Teleperformance Group was the first customer to use our dialler some ten years ago and we are delighted that their continuing success with it has led to their IT arm, Infinity Contact Centre Software Limited, actively selling it across the Teleperformance Group.”

Nick Ray, director at Infinity Contact Centre Software Limited in the UK added

“We have worked exclusively with call centres for the over 10 years, providing solutions to meet their business needs. The combination of our Infinity solution, combined with Sytel’s dialler is, in our view, an unbeatable offering for outbound call centres.”

Lucio Appolonj, CEO at Teleperformance Italy, a leading user of the combined product, explained

“An outsourced environment is one of the most demanding for contact centre and CRM software. Not only do we need to set up and run many projects, we also need to be able to analyse results and return on investment in real-time. Infinity has become the lynchpin of our operation and in combination with Sytel’s dialler, has delivered well beyond our expectations.”

About Sytel

Based in the UK, Sytel Limited provides call center solutions to organisations in over 30 countries. In the outbound world, its predictive dialler, Softdial Plugin, is recognized as being the leading dialler for delivering effective performance under compliance. Sytel has campaigned in all major markets for responsible rules for predictive diallers and acts as adviser on dialler regulations to many national marketing and government bodies around the world.

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