About PCM
PCM is one of the largest direct marketing and communications companies in Poland, specializing in outsourced customer acquisition and retention for high-profile clients throughout the EU, such as DHL Express, Hewlett-Packard, Orange and Reader’s Digest.
Poland, according to recent surveys, is the fastest growing contact center market in Europe, resulting in part from growing international awareness of Poland as an outsourcing destination.
In 2007-08, PCM approached 12 companies, including Sytel, with the aim of sourcing integrated desktop and telephony services to modernize and upgrade their operation in Warsaw. They had become aware that manual dialing was no longer viable in today’s climate, and that a richer feature set would enable them to far better serve their clients, make better use of their agents’ time and streamline the entire operation.
The requirements
PCM presented Sytel with an extensive list of requirements, including predictive dialing, IVR, agent scripting, reporting and call recording. The Sytel system had to provide:
- Call blending
As a multi service contact center, PCM needed to be able to pull agents off predictive or progressive outbound campaigns in response to inbound spikes. - Inbound IVR
To make best use of their agents’ time, full function IVR was required to acquire account details, perform database lookup and provide screen pops for the agent - Agent scripting
Agent scripting, as well as providing tools for building and delivering web-based scripts, had to provide:- support for HTML email, SMS, instant messaging and chat
- support for custom dictionaries to provide language- and campaign-specific support for their agents
- support for legacy scripts written in Visual Basic
- instant script update capability on the fly
- support for verification of sensitive data, such as personal ID and bank account details
- a facility for making notes during a call
- a facility for calling a number back before taking another call
- Reporting
Extensive reporting should be web-based, enabling home-working supervisors to monitor agent activity and perform coaching across all PCM sites out of business hours. It should provide both real-time information for agents and supervisors, and historical reports for billing and performance monitoring. In the busy PCM environment, the reporting system should be able to service many simultaneous client requests. At any time, PCM needed to be able to track all interactions with a particular consumer. - Call recording
All calls needed to be recorded, with an easy search mechanism for later retrieval - A Polish interface
In order to provide ease of use for their staff, all screen interfaces had to be in Polish - Scalability
Should be able to quickly and seamlessly handle increases in numbers of agents in response to demand - Resilience
To minimize downtime and lost revenue, the system had to be able to recover within minutes from any network, hardware or software problem. - Ease of integration
A number of legacy integrations had to be performed, including with Microsoft Active Directory and PCM’s existing Avaya PBX.
The trial
Sytel was one of only a handful of systems selected for further consideration. In order to demonstrate the Sytel system’s flexibility and its ability to provide the exhaustive feature set required (and more besides), Sytel delivered an entire system including hardware and software to the PCM site. PCM had full access to Sytel technical support throughout the trial period.
PCM then launched an extensive program of substantial testing, proving and familiarisation.
The result
After considerable deliberation and comparison, PCM selected Sytel to supply telephony and desktop applications for 400 outbound seats. Several factors proved to be decisive:
- Exceptional outbound performance
During the first weeks of operation, campaigns were being completed up to 50% faster than expected. - Exceptional support
Sytel’s level of email and phone support at all times gave PCM the confidence and peace of mind to move forward - Exceptional flexibility
Sytel’s ability to meet stringent and diverse criteria made it a close fit and an obvious choice - Competitive pricing
Sytel provided a winning combination of full feature functionality and competitive pricing
Managing Director of PCM, Jan Załęcki commented
“We are delighted with the performance of our new system. It makes far better use of our agents’ time, increasing our effectiveness by 33% on average. And the fast time to project completion, enabled by Sytel’s outstanding support, means we can offer an extensive feature set with unparalleled performance much sooner than we could have expected.”
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
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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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