Quantrax (US) – Collections Platform Integration

Industry: Collections
Quantrax Corporation is a US based technology company that has pioneered the development of intelligent software for the collections industry. Faced with the ever changing demands of the collections industry, Quantrax turned to UK-based Sytel Limited.

About Quantrax

Quantrax Corporation is a US based technology company that has pioneered the development of intelligent software for the collections industry and other organizations managing their own receivables. Faced with the ever changing demands of the collections industry, and the need to provide best-of-breed call control that could provide a range of additional functionalities, such as IVR and call blending, Quantrax turned to UK-based Sytel Limited.

Quantrax logo

Custom design

Utilizing pre-made blocks of functionality, or ‘steps’, in a visual flow-chart format, Softdial Scripter™ allows non-technical personnel to quickly develop the most complex flows, for live agent, IVR and chatbot.

Scripter also enables complex routing decisions to be made by automating the retrieval of data from a database.

For text-based media, Scripter features Natural Language Processing, enabling decisions to be made based on the text content, e.g.

  • Predicted intention, e.g. ‘gas’, ‘electricity’, ‘renew’
  • Predicted sentiment, e.g. ‘annoyed’, ‘terrible’

 

The results

As CEO of Sytel Limited, Michael McKinlay, commented

“Quantrax have become a leading development partner of ours, taking advantage of all our call center features to turn their Intelec product into the best full service offering for collections available in the US today.”

 

“And that includes being able to respond to inbound calls in a flexible way, and not leaving people who have rung up to make a payment in a hold queue, listening to music or a message. Excellent customer service means excellent systems architecture that allows Quantrax to fine-tune the functions they offer to their customers. This is attainable only in an integrated call control environment as offered by Sytel.”

Key to Quantrax’s choice of Sytel, was their view that the collections industry in the US will not escape the increasing demand for sensible dialing rules for all users of automated dialing systems.

Commenting, Ranjan Dharmaraja, CEO of Quantrax noted

“Unlike other dialer vendors, Sytel understand what it takes to produce an excellent dialer to cope with compliance – and uniquely in the industry, have a track record over many years of doing just that. Their continued leadership role around the world in shaping compliance regulations sends our customers all the right signals.”

 

“In terms of predictive capability, we know we have simply the best. We have had many tributes from our customers and this one is typical…”

Sharon F Amann, President, Armor Systems Corporation, added

“It is amazing to work through a predictive campaign without seeing 300-400 abandoned calls. We were astounded! Abandoned calls are down to just a trickle and performance if anything is even better than we are used to.”

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