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

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