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) - 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

Work Anywhere

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

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

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

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

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

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

Drive operational efficiency, increase customer satisfaction & improve agent performance

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™

Maximum predictive dialing 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

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

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

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care