Sytel Dialer Enhances BroadSoft’s Call Center Solution

October, 2011

Sytel's predictive dialing and IVR components are now available to BroadSoft’s service provider customers as part of the BroadWorks® Call Center solution.

Sytel’s Predictive Dialer to Meet Growing Demand for Hosted Outbound Capabilities by Enterprises of All Sizes

AYLESBURY, UK & NORTH LITTLE ROCK, AR

PHOENIX, AZ, BroadSoft Connections 2011

October 17, 2011

Sytel Limited, a global supplier of IP customer contact software and solutions, today announced that its dialing and IVR components are available to BroadSoft’s service provider customers as part of the BroadWorks® Call Center solution.

These new capabilities offer BroadSoft’s service provider customers an outbound solution that matches the flexibility and scalability of their hosted inbound call center offering. BroadSoft® (NASDAQ: BSFT) is the leading global provider of software that enables mobile, fixed-line and cable service providers to deliver real-time communications over their IP networks. BroadWorks® delivers a broad range of unified communications services including video, voice, hosted call center, conferencing, messaging and mobility, for businesses and consumers worldwide.

With the addition of Sytel’s dialing and IVR components, the BroadWorks® Call Center solution now supports all call center environments, whether inbound or outbound. The solution includes a blended agent connector that allows a BroadWorks® based agent to handle both inbound automatic call distribution (ACD) calls on BroadWorks® and outbound calls made by the Sytel dialer. This will enable agents to handle both inbound and outbound calls, but revert to inbound calls to meet defined service levels.

“We are excited about the new market opportunity that Sytel’s world-leading predictive dialer delivers to our service providers,” said David Bukovsky, Vice President Products, BroadSoft. “Sytel has been delivering hosted dialer solutions since 2002 and we welcome their leadership in our interoperability program.”

The Sytel solution includes support for predictive, preview and progressive dialing, inbound and outbound IVR, scalability to 10,000+ channels, secure multi-tenancy throughout, support for both distributed and home workers, remote management capability, efficient and powerful script generation and fast agent screen pop with the Campaign Manager data lookup.

“Sytel’s predictive dialer is at the core of many well-known call center products,” said Michael McKinlay, CEO of Sytel. “We are respected as an authority on responsible predictive dialing and have led the world on performance under compliant dialing conditions. We take pride in our partnership with BroadSoft to provide dialing and IVR components through BroadWorks® to service providers.”

Sytel will showcase call and media blending between the Sytel dialer and BroadWorks® ACD at Booth #9, Broadsoft Connections 2011: Crush It! at the JW Marriott Desert Ridge Resort in Phoenix, Arizona, October 16-19. For more information, visit: http://www.broadsoftconnections.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

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