Softdial Campaign Manager™

Automation to optimise any outreach strategy

At a Glance

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Predictive, progressive, preview, agentless campaigns
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Precise retry and callback management
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Multiple lists per campaign, with runout/ chaining controls
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Multiple options to mix retries with fresh numbers

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Automated dialer performance and compliance tuning

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Automated ‘Do Not Call’ (DNC) list cleaning

About Softdial Campaign Manager™

Any outreach to consumers can be complex, requiring many decisions for each contact, such as:

  • Which channel should be used? (phone, email, SMS, etc)
  • Which phone number – home, work or mobile?
  • What times are allowed for calling this contact, given their timezone?
  • If they are busy, when should a retry be attempted?
  • Can Agent Joseph call this contact 10am next Tuesday?

 

Softdial Campaign Manager

SCC’s Softdial Campaign Manager™ (SCM) module addresses this complexity by automating how outbound contact is handled. By setting rules, the user has precise control so that whatever the business goals – sales, research, appointment setting, collections, etc – outreach strategies can be set up, refined and optimised to make the best use of available resources, and achieve the most successful contacts in the shortest possible time.

SCM provides automation for:

  • omnichannel outreach, using any and all contact channels, as the customer prefers
  • sophisticated retry options based on all real-time data
  • right-time-to-call, including time-zoning, business-hours calling, optimum time of day for different types of number, customer contact preference
  • compliance with all regulatory and contractual requirements
  • scheduled callbacks.

To maximise contact success by phone, SCM enables the Sytel AI Dialer™ to operate at peak predictive performance, keeping agents talking while minimising abandoned calls. And predictive campaigns can be mixed as necessary with progressive, preview and even IVR (where permitted).

SCM is browser-based so administrators/ supervisors can work wherever they are – home, remote or contact center – maintaining full control over campaigns in all circumstances.

Sophisticated Retry Management

When a customer is not reached, the chance of a successful retry is maximised with SCM’s sophisticated automatic retry management. Every possible attempt can be made to reach every customer without causing undue annoyance or breaking any rules, typically producing 15% greater contact success over simple ‘call everyone again’ strategies.

Precise retry rules can be set with different retry settings for different call outcomes; e.g. try again in 5 mins for a ‘busy’, or ‘after 5pm’ for a ‘no answer’.

Or after a certain number of attempts, use alternative phone numbers if present – home, work, mobile – or try a different channel. Interacting directly with the customer database in real time, SCM bases its decisions on the outcomes of all previous contact attempts.

Callbacks can be scheduled for specific agents or the general pool. Automatic follow-up on commitments means customer expectations are met, increasing the likelihood of successful contact.

Together, these options form a powerful and flexible way to ensure successful contact.

Sophisticated Retry Management

Targeting and Prioritisation

To maximise yield for large enterprises or outsourcers with a large contact dataset, SCM offers flexibility and precise control over which contacts are attempted, and when.

Customers can be selected according to any data available – age, location, purchase history, etc. Or particular sources of data can be prioritised over others according to ratios or how many fresh numbers are still untried.

Whatever your strategy, SCM gives you complete control, and the power to achieve maximum return for your outreach.

Targeting and Prioritisation

Automatic Compliance

Any outreach must be aware of who can be contacted, when and how.

SCM provides easy compliance mechanisms for:

  • Do Not Call – SCM automatically cleans all numbers before dialing against any and all requested DNC lists – national, state, company, etc.
  • Right Time to Call – Mandatory rules may be in force governing when calling is allowed, which may be different for mobiles and landlines. SCM takes all rules into account when deciding on which consumers to try, using which numbers.
  • Customer Preferences – For instance, a customer may have given permission for email contact, but not phone or SMS.

With SCM, all contact is automatically cleaned against customer preferences and any regulations, making both compliance and respect for customer choice easy.

Automatic Compliance

Optimised Predictive Dialing Efficiency

SCC’s AI predictive dialer copes with any fluctuations in the live call rate, constantly adjusting its dialing rate as the live call rate changes. Such changes can occur for a variety of reasons, for example working through a retry list. Performance may drop slightly, but the dialer will provide the very best performance possible under such circumstances. It is what is designed to do.

Nevertheless, just as vehicles get best use of fuel by driving at a constant speed, so dialing performance can be further improved by keeping the rate of live calls reasonably stable. To achieve this, SCM allows the mixing of fresh numbers and retries in a variety of ways. Minimising fluctuations in the live call rate ensures peak predictive performance.

So don’t worry if your live call rate changes significantly over a shift, but if you can avoid this, it makes sense to do so.

Optimised Predictive Dialing Efficiency

See also …

Predictive Dialing

Best-of-breed performance under compliance

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

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