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) - multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

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 Channels

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound 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

Drive operational efficiency, increase customer satisfaction & improve agent performance

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™

Maximum predictive dialing performance, 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™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care