Afiniti And Sytel In New Partnership

February, 2019

Sytel and Afiniti partner to bring world-leading AI products to the contact center to enhance agent performance and improve customer experience.

Afiniti and Sytel are excited to announce a transformative partnership that combines Afiniti’s AI expertise with Sytel’s best in class contact centre solutions.

This partnership provides a native integration of Afiniti Enterprise Behavioral Pairing™ (“EBP”) with the world-leading Sytel AI Predictive Dialer, enabling all customers to activate Afiniti EBP quickly and easily.

Afiniti’s artificial intelligence service identifies subtle behavioural patterns in order to determine the optimal paring of customers and agents, thereby delivering the best possible customer experience and business outcomes. This process is executed in under 200 milliseconds making it imperceptible to callers and agents alike.

“Afiniti has a fundamental and precisely measurable impact on the bottom line of our customers. We couldn’t be prouder to be partnering with Sytel, an innovation pioneer in contact center software” said Michel Portenier, EVP, Partnerships, Afiniti.

“We are very excited to bring the power of our outbound dialing AI to the Afiniti Pairing Product”, said Michael McKinlay, CEO of Sytel. “Bringing together best of breed with best of breed gives customers an unbeatable solution. As well as unbeatable outbound, Afiniti customers will also have access to Sytel call blending and inbound voice solutions.”

About Afiniti

Afiniti Enterprise Behavioral Pairing™ uses artificial intelligence to identify subtle and valuable patterns of human interaction in order to pair individuals on the basis of behavior, leading to more successful interactions and measurable increases in enterprise profitability. Afiniti operates throughout the world, and has measurably driven billions of dollars in incremental value to its clients.

Afiniti has over 150 deployments in major enterprises across a range of sectors, including telecommunications, insurance, financial services, hospitality and healthcare, and has optimized more than 600,000 agents and 700 million customers. Afiniti’s technology continually learns and improves, analyzing 1.3 million interactions every day to refine its pairings. For more information, please visit https://www.afiniti.com/.

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About Sytel

Sytel Limited develops and supplies Softdial Contact Center® (SCC) multimedia cloud contact centre solutions, for quick and easy deployment. It brings the same world class innovation to the multimedia contact centre that it used in developing its world leading AI Dialer. All Sytel cloud components are secure, resilient and scale seamlessly from 50 agents to 10,000+, whether local, mobile or remote.

SCC is an open system with a full range of APIs, including https, restful and websockets, allowing easy integration of third-party software, CRMs and databases. SCC is multi-tenant and provides support for all social media platforms. Sytel is committed to supporting its customers 24/365. For more information, please contact us.

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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