Interact (UK) – Maximum Predictive Dialler Productivity under Ofcom Regulations

Industry: Outsourcing
Delivering performance under Ofcom's outbound policy can be challenging. Using the Sytel AI Dialer Interact has a competitive advantage that brings performance, reliability and full compliance.

About Interact

Interact is one of the UK’s youngest and fastest growing outsourcing businesses. Founded in 2011 by a team of seasoned call centre professionals, Interact set out to do things differently from the start; to deliver powerful customer conversations with empathetic agents supported by intuitive technology. It’s clearly a winning approach.

Today Interact’s 300+ strong team delivers service and sales contact centre solutions for big brands from EE to News UK, PayPal and more.

Interact logo

The requirement

The UK’s tough compliance landscape makes achieving excellent dialler performance extremely difficult. For most diallers, its simply too difficult to deliver any performance benefit under Ofcom’s outbound policy. This often leaves users with little choice but to either retreat to dialing in progressive mode and experience considerable productivity losses or, run the gauntlet with Ofcom’s misuse test.

However, both these scenarios are completely unnecessary and avoidable, if you use the right predictive dialler technology that has been designed from the ground up to overcome this challenge.

The solution

Interact chose Sytel, as it was the only known dialler to deliver excellent performance under Ofcom’s policy on outbound dialling.

In order to avoid issues with Ofcom’s misuse test, many organizations – including Interact – now sensibly elect to dial at much reduced abandoned call rates from the previous 3% limit.

However, only Sytel is known to deliver excellent performance benefits at such low levels of abandoned calls. This is down to an innovative and unique design utilising a highly sophisticated AI dialer engine.

The results

Using the Sytel AI predictive dialler, Interact was amazed to find that they achieved a Predictive Gain of between 10 to 15 minutes per agent per hour. This equated to almost a 30% increase in talk time compared to progressive dialling.

Neil Perring, CEO of Interact said

“We are delighted to have implemented the new Sytel AI dialler. It has given us a strong competitive advantage in the marketplace. The performance, reliability and adherence to compliance standards are second to none.”

The Sytel dialler is delivered to Interact by expert systems integrator Infinity CCS.

Nick Ray, Vice President of Products at Infinity CCS commented

”We have been supporting Sytel within some large BPO organizations, for many years. It’s fantastic that Sytel continues to overcome the challenges of today’s increasingly tough compliance environment, allowing outbound operators to responsibly gain excellent performance, that simply isn’t possible with other dialler technology.”

Michael McKinlay, CEO of Sytel added

“The way we have developed our dialler is completely different to any other in the market. Our dialler constantly monitors all the elements in the Softdial Contact Center (SCC) and simulates all the possible scenarios. The result is a dialler that gives excellent performance in predictive mode, without having to revert to progressive mode on reaching the abandon rate limit.”

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 channels

All Media Channels

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

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