Intelbras is a famous Brazilian retailer that specialises in the markets of security, network and telecommunication industries. Founded in 1976, Intelbras’ products are sold in over 20 countries worldwide. Intelbras has one of the largest private R&D centers in Latin America and more than 400 technical support staff in Brazil, supporting their products in different ways.
The Sytel solution
Intelbras uses Sytel’s Softdial Scripter™ in AI mode to capture information from an inbound call about customers’ requirements before handing over to a call center agent who can intelligently respond. Intelbras has a large inbound customer support call center to support the great variety of products in its portfolio.
Specialized customer service call center teams give support to each product segment, all making use of the intelligent routing supplied by Sytel’s Softdial Scripter™ to get calls channelled to the right agent.
The Interactive Voice Response (IVR) software interviews the customer to obtain their ID and, through an integration with the CRM system, identifies the priority level of the customer. This in turn determines which inbound queue the call should go to. The customer chooses the product department where he needs support and is transferred to the best team and customer service representative (CSR) based on their priority level and service needs. If the customer makes a second call to the support center within a preconfigured interval, the IVR application identifies which CSR agent performed the previous service. If that agent is available, the call is forwarded to them.
For customers who only wish to know the location of technical assistance support, the IVR solution offers the option of consulting workshops close to the zip code that the customer provides.
When the call is passed to the agent, the script on the agent’s screen contains full details of what the customer is looking for so there is no need for the customer to repeat this information to the agent. The CRM integration also provides a full call history, making the agent’s job that much easier.
Rogerio Rocha Couto, Intelbras’ Head of Nationwide Support said
“Intelbras are delighted with Sytel’s solution and its IVR technology. The Sytel solution matches our requirements exactly and more importantly, Sytel’s commitment to innovation in customer service, using AI drivers, is allowing us to significantly grow our business.”
Michael McKinlay, CEO of Sytel commented
“This is a great example of a joined-up journey; no repetition of key information and full access to all current and historical information relating to the customer. We are very proud to have helped Intelbras create this solution using our software.”
What We Offer
Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
Contact Center Platform – Enterprise
High performance platform to drive contact center productivity – cloud, on-premise or hybrid
Blended Media Desktop
Fully customisable, multi-channel, multi-session workspace
Browser-based tools, no software installation required
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
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 Channels
Voice, chat, email, social, etc – fully integrated and blended
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
Highly flexible unified web UI for agents, supervisors and administrators
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
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
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
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Performance and efficiency for a wide range of business applications
By Business Type
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
Connect quickly to well equipped agents
Best-of-breed predictive dialing with CATI integration
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Secure, highly-configurable multichannel communications for excellence in patient care