Sytel’s Dialer Makes Light Work For Australian Charity

Industry: Charity
GDV turned to Lake Corporation Pty, an Australian owned supplier of value added multimedia solutions for contact center providers. At the core of its XCalibur Connect solution is the Softdial Plugin® dialer application.

Based in Australia, Guide Dogs Victoria (GDV) is one of the state’s oldest and best loved charities. Operating across the Australian state of Victoria and with its headquarters in Melbourne, GDV is committed to meeting the mobility needs of people who are either blind or visually impaired, through dog companionship, ultimately enhancing their quality of life and helping them to achieve a level of independence they may not previously have enjoyed.

The organisation receives only minimal government funding and is reliant on donations, bequests and the proceeds from the telemarketing of a wide range of popular merchandise.

As Vladimir Hinrichsen, GDV’s Financial Controller explained; “We were previously managing the call center operations the hard way. Our agents were constantly frustrated by the inability to connect ‘live calls’ with customers, which in turn discouraged staff from achieving their sales targets. The process was slow and we were frequently missing sales opportunities.”

GDV turned to Lake Corporation Pty, an Australian owned supplier of value added multimedia solutions for contact center providers. At the core of its XCalibur Connect solution is the Softdial Plugin® dialer application. Designed by the UK based Sytel Limited, Softdial Plugin is developed using a highly sophisticated simulator known as the Virtual Event Machine® (VEM). Capable of running in excess of 10 million calls per second, Softdial Plugin is aimed at software houses, switch vendors and system integrators who have a specific requirement for a predictive dialer that offers outstanding performance under compliance.

As Michael McKinlay, managing director at Sytel Limited comments; “Lake Corporation are a strategic partner and our work with them has opened up many opportunities in the Australian contact center market.”

Before implementing the Lake System, GDV’s telemarketing was principally based on a semi-manual dialing system that was developed in-house. Its ability to operate efficiently was constrained by the frequent no answers, answering machines and wrong numbers, together with other problems associated with network conditions.

With the new Lake system now installed, GDV are able to make a lot more completed calls, whilst retaining the same number of staff. For GDV, the XCalibur Connect functionality not only meets, but exceeds both international and Australian compliance codes, regulations and legislation for contact centre practice including integration with do-not-dial databases and the virtual elimination of over-dialing.

As Mr Hinrichsen concludes; “We are confident that the new system will deliver a real and absolute increase in merchandise sales and that agents will now be able to meet their sales targets sooner, for which they are offered attractive incentives.”

Based in the UK, Sytel Limited provides contact center solutions to organizations in over 30 countries. In the outbound world, its predictive dialer, Softdial Plugin, is recognized as being the leading dialer for delivering effective performance under compliance. Sytel has campaigned in all major markets for responsible rules for predictive dialers and acts as advisors on dialer regulations to many national marketing and government bodies around the world.

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