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

    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