Intelbras (Brazil) – IVR Feeding Intelligent Inbound Routing

Industry: Electronics Manufacturer
Sytel's Interactive Voice Response (IVR) phone system allow Intelbras to significantly grow their call center business.

About Intelbras

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.

intelbras logo

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.

The result

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), 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