Sytel AI Dialer Delivers 30% Talk Time Increase For Interact

Industry: Outsourcing
Delivering performance under Ofcom's outbound policy can be challenging. Using the Sytel AI Dialer Interact has a competitive advantage that brings performance, reliability and full compliance.

About Interact

Interact is one of the UK’s youngest and fastest growing outsourcing businesses.  Founded in 2011 by a team of seasoned contact center professionals, Interact set out to do things differently from the start; to deliver powerful customer conversations with empathetic agents supported by intuitive technology.  It’s clearly a winning approach.

Today Interact’s 300+ strong team delivers service and sales contact center solutions for big brands from EE to News UK, PayPal and more.

Interact logo

The challenge for Interact

The UK’s tough compliance landscape makes achieving excellent dialer performance extremely difficult.  For most dialers, its simply too difficult to deliver any performance benefit under Ofcom’s outbound policy.  This often leaves users with little choice but to either retreat to dialing in progressive mode and experience considerable productivity losses or, run the gauntlet with Ofcom’s misuse test.

However, both these scenarios are completely unnecessary and avoidable, if you use the right dialer technology that has been designed from the ground up to overcome this challenge.

The solution

Interact chose Sytel, as it was the only known dialer to deliver excellent performance under Ofcom’s policy on outbound dialing.

In order to avoid issues with Ofcom’s misuse test, many organizations – including Interact – now sensibly elect to dial at much reduced abandoned call rates from the previous 3% limit.

However, only Sytel is known to deliver excellent performance benefits at such low levels of abandoned calls.  This is down to an innovative and unique design utilizing a highly sophisticated AI dialer engine.

The results

Using the Sytel AI dialer, Interact was amazed to find that they achieved a Predictive Gain of between 10 to 15 minutes per agent per hour.  This equated to almost a 30% increase in talk time compared to progressive dialing.

“We are delighted to have implemented the new Sytel AI dialer.  It has given us a strong competitive advantage in the marketplace.  The performance, reliability and adherence to compliance standards are second to none.”, says Neil Perring, CEO of Interact.

The Sytel dialer is delivered to Interact by expert systems integrator Infinity CCS.  Nick Ray, Vice President of Products at Infinity CCS commented, ”We have been supporting Sytel within some large BPO organizations, for many years.  It’s fantastic that Sytel continues to overcome the challenges of today’s increasingly tough compliance environment, allowing outbound operators to responsibly gain excellent performance, that simply isn’t possible with other dialer technology.”

Michael McKinlay, CEO of Sytel commented, “The way we have developed our dialer is completely different to any other in the market.  Our dialer constantly monitors all the elements in the Softdial Contact Center (SCC) and simulates all the possible scenarios.  The result is a dialer that gives excellent performance in predictive mode, without having to revert to progressive mode on reaching the abandon rate limit.”

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

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

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

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app