Collections

Automated inbound/outbound blending integrated with any debt management app

At a Glance

Markets - Debt Collection
Integrate with any inventory management software
Markets - Debt Collection
Sophisticated routing to specialist teams
Markets - Debt Collection
World leader in predictive dialing
Markets - Debt Collection
Inbound/ outbound IVR

About Sytel’s Collections Solution

Softdial Contact Center™ (SCC) is the platform of choice for debt collection, account receivables and recovery operations, offering:

  • unified management of all communication channels – voice, chat, SMS, email, video
  • high performance predictive dialing
  • highly configurable inbound routing
  • sophisticated retry mechanisms
  • automated handling of non-live calls
  • outbound and inbound IVR

 

Making the most of existing investment

Operations with an investment in a preferred inventory management application have no need to rip-and-replace. SCC offers feature-rich tools and applications that can be tightly integrated with any specialist collections software, extending the life of legacy investments.

SCC offers integration paths to meet any requirements; via comprehensive APIs, via the no-code drag-and-drop scripting tool, or by adding any web based apps/ services via the configurable web desktop.

Making the most of available resources

SCC offers many ways to maximise agent productivity and achieve the most value from every interaction.

Agents can work concurrently on multiple chat, SMS or email sessions, and take voice calls when necessary, adding variety and job satisfaction, and minimising wasted time.

To be most effective, every agent must be well prepared and well informed. SCC delivers full account details and contact history, in a highly configurable web desktop. Accounts are updated in real time, so agents always get the full picture.

SCC achieves the highest possible efficiency by managing inbound service levels (SLAs) automatically, assigning high value inbound contacts to agents currently engaged in lower priority work (email, outbound calling, etc). SCC makes automatic ‘best available’ decisions to balance all business needs across the contact center, informed by a 360 degree view of all agents, queues and other activities. Supervisors are free to manage agents, not software.

SCC can play outbound messages to live debtors or their answering machine, so that live agents are reserved only for constructive live contact. Or SCC’s precision answering machine detection algorithm can be used, playing messages to answer machines but passing live connects to agents.

To maintain the highest quality interactions, supervisors can monitor agent activity and join conversations where necessary.

Making the most of inventory

To achieve the best possible outcome from every contact, debtors are connected to the right person/ department as quickly as possible, by routing based on what is known about them, e.g. age of debt, outstanding balance, etc. Or they can be routed to a particular collector or department if there is an established relationship.

SCC’s best-of-breed predictive dialer reaches more live contacts per hour while complying with all regulations, automatically scheduling retries of busies, no answers and other non-live calls, and trying alternative contact numbers or addresses. Agents are kept engaged with the right people at the right time, with no supervisor involvement.

Maximising productivity under regulations

SCC complies with all regulations regarding who can be contacted and when, e.g. Do Not Call lists, US Fair Debt Collection Practices Act (FDCPA), no matter how stringent or complex. This helps conversations by avoiding unnecessary annoyance, and avoids any penalty for breach of regulation.

Regulations often mandate the recording of calls and text interactions. SCC can record all agent activity for later search, review and training.

See also …

Strengths of Softdial Contact Center™ (SCC) in Debt Collection

The business benefits and major features of Softdial Contact Center that make it ideal for the collections marketplace.

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

  • Contact Center as a Service (CCaaS)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • 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 Workforce Management

    Automated, ‘best available’ decisions to manage agents & balance work load, across all media types

  • 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

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 dialer; maximum 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™

    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