Sytel At CASRO Annual Conference 2014

October, 2014

Sytel attended the CASRO 2014 Annual Conference in Sep/ Oct in Denver, Colorado.
Sytel attended the CASRO 2014 Annual Conference in Sep/ Oct in Denver, Colorado. It was a great event with a ‘work hard, play hard’ atmosphere.

We believe that if we understand our market, its trends and directions, our development strategy can continue to be ahead of the game. The CASRO event helped us to get a great insight into the industry through attending lectures and networking with the members directly.

It was very encouraging to hear that CATI usage is actually on the increase. It would seem that the telephone is still one of the most powerful research platforms available.

Clients already using this dialer service include Arvato Financial Services, one of the UK’s leading providers of credit management and debt recovery services. This reflects the Sytel dialer’s success in the collections market.

Sytel’s dialer outperforms all other dialers under the Ofcom rules on silent calls. Fines are high for those that flout the rules, which state; no more than 3% of live calls per campaign (i.e. across call centers) or per call center (i.e. across campaigns) over a 24 hour period are permitted. The majority of predictive dialers perform poorly, when constrained by the Ofcom compliance rules, and struggle to deliver anything better than a progressive dialer. Sytel’s fundamental design is different and is the only known dialer that delivers a significant performance improvement under the rules.

“We are very proud of our partnership with VanillaIP, who have built an excellent reputation and are trusted by their customers”, says Michael McKinlay, CEO of Sytel. “Sytel is hands down, the best predictive dialer available on the market today. It’s the only known dialer to truly deliver excellent performance under Ofcom’s ‘silent call’ rules.”

David Dadds, CEO of DRD says; “Adding the Sytel dialer to our portfolio has allowed us to open up valuable opportunities in the contact center market. For our Resellers this opens up newer, high value opportunities in a market that previously, they might not have been active in. The unique performance benefit Sytel delivers as well as the strength of the software in hosting gives us a significant competitive advantage.”

Sytel At CASRO Annual Conference 2014
Sytel At CASRO Annual Conference 2014

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