Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

At a Glance

R

Maximum performance under compliance

R
Constant adjustment to changing conditions
R

Employs massive simulation techniques

R
AI based pacing
R

Designed for compliance before any compliance rules existed

R
Dialing protector feature
R
Multi-Context dialing feature

About Sytel AI Dialer™

Sytel has been making use of AI techniques in its predictive dialer, since the 1990s. Sytel’s award-winning AI Dialer is built around a massive simulation engine for calculating optimum dialing rates. The engine in the dialer, known the Virtual Event Machine (VEM®), simulates at a rate in excess of 50 million calls a second for each campaign it is running!

So how does it work?

VEM® is a classic example of machine learning as the dialer takes in information relating to a dialing campaign and figures out how to dial. One key difference, from other AI products, is that VEM® does not try to build up snapshots of model dialing conditions and use this to generate new simulations in other campaigns.

A unique approach

The approach we take is to treat each campaign as unique, and not allow VEM® to use any approximations derived from other dialled campaigns. The sheer enormous power of VEM® is such that it can very quickly calculate dialing rates in just milliseconds. And this is vital since VEM® may have to support many different campaigns simultaneously, where dialing conditions are constantly changing, often abruptly.

An automated process

What this means in practice is that users of the dialer decide on a couple settings, such as the abandoned call target, start a campaign and then leave VEM® alone! There is no need for human intervention in the dialing process, nor does VEM® allow it. Dialing supervisors can be redeployed!

VEM® decisions results in the optimum dial rate being achieved without sacrificing performance or generating excess abandoned calls

VEM® decisions results in the optimum dial rate being achieved without sacrificing performance or generating excess abandoned calls

Setting a new standard for dialing

The culmination of all the work we have done with VEM® has taken the dialer to a new level. The latest release of the Sytel AI Dialer enables two key new features, both industry firsts:

Dialing protector

The first of the new features is validation of the dialer’s ability to provide excellent performance whilst dialing under compliance at a level of 1% abandoned calls, a feature which is invaluable to those markets such as the UK, which stipulate compliance.

This feature is unique in the industry and gives users peace of mind, knowing that the dialer will deliver excellent performance, ensure that they stay out of trouble from current or future legislation and protect consumers from nuisance calls.

Diagram showing the relationship between gain in agent talk time against abandoned calls for the Sytel AI Dialer

Diagram showing the relationship between gain in agent talk time against abandoned calls for the Sytel AI Dialer

Multi-Context Dialing

The second is extending the work that VEM® does to allow it to recognise and work with different record types, for example call-backs, with inherently different answering properties from other phone numbers.

VEM® runs simulations for different record types and combines results dynamically to match the dialing targets set for a campaign. This again is a world first and means that call centers don’t need to worry about mixing data with different calling characteristics on the same campaign, whether knowingly or inadvertently.

{

The Sytel dialer has given us a strong competitive advantage in the marketplace. Its performance, reliability and adherence to compliance standards are second to none.

We look forward very much to implementing the new AI product and continuing our successful relationship with the team at Sytel.

 

Neil Perring
CEO, Inter-act

See also …

Predictive Dialing

Best-of-breed performance under compliance

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

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

    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