Peixe Urbano Increases Productivity

Industry: Retail
Peixe Urbano uses Softdial Scripter™ to build IVR flows to increase productivity of agents and be PCI compliant.

Background

Peixe Urbano increases productivity of agentsPeixe Urbano is the largest provider of consumer discount offers in Brazil. With more than 30 million registered users they provide thousands of offers for many industries, including restaurants, entertainment, cosmetics and tourism.

Flex, a Brazilian contact center solutions provider utilizes Sytel’s Software Contact Centre™ (SCC) to supply Peixe Urbano with a rich contact center solution. The Flex deployment for Peixe Urbano uses Softdial Scripter™ to build an IVR flow; this involves pre-processing for the first interaction with the customer, capturing the basic customer information and identifying what the customer would like to purchase. The call is then passed to an appropriate agent to deal with the customer’s request.

Requirements

In order to provide a secure service, Peixe Urbano requires the payment section of the call to be independent from the contact center agent and be handled by an IVR flow.

When the customer provides their payment card details the contact center agent must not be able to hear any of the details, either verbally or via the DTMF tones from digits being entered via the keypad; this is required to conform to rules of PCI compliance, required for payment providers.

Peixe Urbano’s experience with Flex and their knowledge of how Flex delivered projects on time made it an easy choice for Peixe Urbano to select Flex as their service provider, who are able to deliver on their compliance needs.

Implementation

Flex logoTo develop the IVR service for compliance, Flex used the notion of a 3 party conference. Once the conversation between the agent and the customer reaches the point of payment being made, the customer is connected to the IVR and the agent is placed on hold. The customer then enters their payment card details which are immediately sent to the payment provider. Once the payment is either approved or declined, the IVR passes the customer back to the same agent they were talking to before. When the customer is being passed back to the agent, the agent will receive a notification as to whether the payment was approved or not.

For customers whose payments are approved, the agent will repeat the order details to the customer as part of the confirmation process. All calls are recorded and this section of the call acts as the contract and the customer needs to verbally agree before the order is submitted. If the payment was not successful, the agent can offer the customer to re-try using a different payment card or they can provide their address in order to be sent an invoice; after this the order is submitted.

The last part of the IVR development was to ensure that when customers call in, a lookup of their phone number is done against all customer records, such that if there is a match the customer will receive an update on the status of their recent order.

Results

The handling of payment via an IVR ensured that Peixe Urbano was fully PCI compliant and was able to maintain their image as a trusted company.

“The introduction of the IVR conference room for payments has given Peixe Urbano the stamp of approval for compliance. Utilizing SCC to meet Peixe Urbano’s different needs has enabled them to increase their operations without increasing their agent head count. They also now have full traceability of customer orders and can easily access the information to clarify any disputes”,

commented Kleber Tobai Bonadia, Innovations Director at Flex.

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

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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 Types

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

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

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

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent 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

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™

    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™

    Best-of-breed predictive dialing 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™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • 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

    Connect quickly to well equipped agents

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    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

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

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    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app