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

    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