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.
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) – 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
Optimise agent usage and balance workloads in real-time without human intervention, 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
Debt Collection
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