Sytel And CloudControl Celebrate Outbound Achievements

December, 2019

At a special ceremony in Paris this week, the CEO of Sytel, Michael McKinlay, gave Fethi Madani, CEO of CloudControl France, the Sytel Outbound Platinum Award, celebrating 15 years of outbound excellence in CloudControl's operations.

“CloudControl are an exemplar in the responsible way they have worked with our product, with agents based in 15 countries,” said McKinlay.

“They have been running at a peak of 2000 agents using Sytel’s AI dialer and also its inventory management system, for handling large amounts of data and optimising outbound call flows.”

“To put it mildly,” said Madani, “we simply love this Sytel product. It is easily the best-engineered outbound suite in the industry and we have been fortunate to build a large part of our business around it,”

“In a world where outbound dialing gets a bad rap, we have been able to get great performance from Sytel, whilst dialing compliantly and not abusing our customer base and this has been vital in growing our business.”

Michael McKinlay, CEO Sytel presents Fethi Madani, CEO CloudControl France with the Sytel Outbound Platinum Award

“The CloudControl experience shows that organisations can make significant productivity gains using compliant dialing, at a time when responsible organisations are very alert to the need for better dialer management,” McKinlay added.

About CloudControl

CloudControl logoCloudControl has been the leading Cloud Contact Center player in EMEA since 2003. CloudControl provides hosted contact services within France, the Middle East, Africa and a number of other European countries. More than 500 campaigns are managed daily, more than 1.2 billion calls handled yearly and more than 4,000 agents connected on its Cloud Contact Center platform, which covers the full range of industries and contact center requirements. CloudControl has offices in France, Tunisia, Morocco and Dubai.

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