Sytel Adds Outbound Call Center Services To Nexogy Communications Offering

February, 2013

Sytel partners with Nexogy to add predictive dialing, scripting, reporting, multi-media

Sytel Limited, a leading vendor of contact center software with predictive dialing, and Nexogy, a hosted communications solutions provider, today announce a partnership to offer enhanced features and functionality with a new outbound call center solution. The offering provides businesses with a complete cloud-based call center solution with centralized management.

Sytel brings the following features to Nexogy’s call center capabilities:

  • Predictive Dialer: automatically call multiple contacts and connect answered calls with available agents.
  • Multi-media support: support for email, chat, social media, SMS handling
  • Agent Scripting: script and workflow designed to deliver a consistent message.
  • Real-Time Reporting: personalized dashboards and real time statistics on queues, campaigns, etc.

Mike McGowan, Sytel’s vice president of sales, North America, commented, “We’re happy to bring our support and advanced contact center technology to Nexogy’s suite of existing services. Today’s consumer wants to communicate in their preferred medium, be it email, phone, web chat, Facebook or anything else. By partnering with Sytel, Nexogy can now offer that flexibilty. We also bring unbeatable predictive productivity, dialing under FTC/ FCC regulation, to customers who want the best in predictive dialing while staying strictly within the rules for silent calls. The increase in productivity we offer over progressive dialing means that payback for an outbound solution can be measured in weeks and months, rather than months and years.”

Nexogy CEO, Carlos Lahrssen commented: “One of the areas of rapid change in the contact center is the growth of diversified media services that provide all-in-one offerings, ranging from IP-based telephony through email, SMS, instant chat, video and the latest integrated web services. By adding Sytel’s outbound call center services, we back our commitment to bringing our partners and customers the latest, most advanced call center technologies available.”

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