Sytel And Teclan Reach Throughout South America With Intelbras

December, 2010

Intelbras, the leading South American manufacturer of telephone handsets and PABX hardware, have released Intelligence Contact Center™ (ICC), a complete inbound /outbound contact center solution driven by Sytel and Teclan technologies.

Intelbras releases Intelligence Contact Center™, a complete solution driven by Sytel technology.

AYLESBURY, UK, and LITLLE ROCK, AR, US: Intelbras, the leading South American manufacturer of telephone handsets and PABX hardware, have released Intelligence Contact Center™ (ICC), a complete inbound /outbound contact center solution driven by Sytel and Teclan technologies.

ICC integrates automated dialing, PABX/ inbound routing functionality, inbound and outbound IVR, digital recording and support for multimedia IP communications including chat, email and SMS, in a single unified environment, and offers both on-premise and hosted models.

Earlier in 2010, Sytel Limited and Brazil-based Teclan announced an integration partnership to offer a complete call center platform throughout South America. With this solution, Sytel software, including their world-leading predictive dialing engine, provides the call and media control core, and Teclan provides specialized agent and management applications and local expertise in the contact center market. The partnership has now been taken a stage further with the signing of the value-added distribution with Intelbras.

Sytel have supplied OEM communications infrastructure software to the contact center industry since 1994 and provide the core call control used by many well-known brands in the contact center industry.

Michael McKinlay, CEO of Sytel, commented “We specialize in this kind of partnership; the marriage of Sytel’s best-of-breed communications infrastructure with a committed and experienced local team; the best in IP contact center functionality with hands-on field expertise – a winning combination for South America.”

Claudio Sa, CEO of Teclan, said that “the partnership with Sytel is a union of expertise from both enterprises, offering the best all-in-one contact center technology to the market”. Talking about the partnership established between Teclan and Intelbras, Sá added “It is an important strategy to reach the market, especially small and medium companies.”

Elcio de Moura, General Manager for Corporate Solutions of Intelbras, added “With the current IP revolution, one of the biggest problems contact centers face is how to update legacy telephony infrastructure. Considering the combination of Sytel/ Teclan contact center solution and the Intelbras portfolio, this partnership offers a unique approach and many advantages to our customers.”

About Sytel

Sytel Limited delivers secure, resilient IP telephony and media infrastructure software for carriers, enterprises and hosted contact centre providers, connecting and managing calls and media sessions, without boundary. Sytel solutions provide high-volume routing and media processing on a distributed host-based platform, and are driving inbound, outbound and blended telephony and other media types in over 45 countries. Sytel’s toolsets deliver advanced capabilities to subscribers via the web, including scripting of call processing, real-time reporting and configurable dashboards.

About Teclan

Teclan is a Brazilian leader in solutions for the automation of contact center activities, such as dialers, IP PBX, digital recorders and IVR applications. Our products enable our clients, from small businesses to the largest telecom companies in Brazil, to manage their operations with quality and productivity, reducing operational costs and increasing the satisfaction of their customers.

For further information on Teclan:

Tel: +55 48 3239-4500

Email: sales@teclan.com

Web: https://www.teclan.com/

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