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) - 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

Automated, ‘best available’ decisions to manage agents and balance work load, 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

Collections

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