Oi Telecom (Brazil) – Outbound IVR to Handle Automatic Subscriptions

Industry: Telecommunications
Oi Telecom utilise outbound IVR and full automation to allow customers to subscribe to new services without human intervention.

About Oi Telecom

Oi Telecom, formerly known as Telemar, it is a telecommunications services provider in Brazil. It is the largest fixed-line operator and the fourth-largest mobile operator in Brazil, and is also the third largest telecommunications company in South America.

Formed from the privatisation of the Telebrás System in 1998, Oi inherited a large part of the fixed telephone system in Brazil. In total, Oi has concessions for the provision of fixed-line services in 25 Brazilian states, in addition to the Federal District.

Oi Telecom logo

The requirements

The requirement was to offer their mobile customer base, the service of an outbound IVR and using full automation, allow customers to subscribe to new services without human intervention. Selection of customers to offer the service to is based on current credit ratings, updated daily, and segmented by region.

The IVR queries the OI CRM to get the client’s account balance and then, on the basis of this decides what plan to offer to the customer. If the balance is sufficient for the plan that is being offered, the call is made. When the call is answered, the IVR presents the plan details and the advantages that the customer will have when joining. If the customer chooses to join, the IVR triggers the CRM informing about the customer’s plan change. If the plan change occurs successfully, the customer is congratulated and informed that his new plan is already active.

A dashboard was specially developed for this operation demonstrating the IVR performance and the conversion rate online.

The results

The IVR has achieved a conversion rate of over 5% overall from inactive to active customers and also upgrading existing customers. It has been judged by Oi Telecom to be a outstanding success, encouraging them to grow the deployment to in excess of 1000 concurrent virtual agents.

The IVR Director for the project, Richard Barbosa, said

“The IVR facilities were rich and did exactly what we wanted and to be scale up to in excess of 1000 simultaneous calls was a big bonus for us. Well done Sytel.”

Commenting on the system, Sytel CEO Michael McKinlay said

“Oi gave us a big challenge and we are delighted at their success.”

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 Types

All Media Types

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

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

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