Sytel Drives T-Bilgi Call Center With Blended Inbound, Outbound And Multimedia

July, 2013

Sytel Limited, has begun the installation of a complete call center system for T-Bilgi in Turkey, performed by Intelitel, Sytel’s integration partner in Turkey.

Sytel Limited, a leading vendor of contact center software, has begun the installation of a complete call center system for T-Bilgi in Turkey. The installation, including some application integration, will be performed by Intelitel, Sytel’s integration partner in Turkey.

T-Bilgi’s parent company, Escort Technology Investment Inc., is the licensed distributor of Toshiba laptops and PCs in Turkey, and the call center is being established partly to provide support and help-desk facilities for Toshiba end-users. The first stage of the installation, at their extensively refurbished call center in the Istanbul business district of Sisli, will provide outbound dialing and inbound help-desk capability, as well as email and web chat facilities, for 200 agents.

Ilhan Karakoc, Managing Director of Intelitel, commented “The Sytel system is very flexible and dynamic. On the outbound side, it delivers maximum predictive performance gain while producing minimum nuisance calls – a hot issue in Turkey at the moment! On the inbound side, Sytel provide smart call routing to target the best agent. But Sytel also offers automated agent blending, automatically reassigning outbound agents to handle any peaks in inbound demand. This keeps agent productivity as high as possible, and our clients happy. Adding email and chat into the mix gives a great all-in-one solution.”

Karakoc continued, “The installation has shown an immediate increase in productivity, as well as improved reporting and extended functionality.”

T-Bilgi plan to develop the business to over 600 seats across several locations in the coming months. Sytel CEO, Michael McKinlay, commented, “Multi-site/ multi-country deployments are our specialty. Our software components are designed to provide high volume traffic at low network load, and are well suited to high availability environments. This makes Sytel ideal for our large corporate clients, many of whom operate across several continents on a single unified system.”

McKinlay continued “Sytel is committed to fully supporting its partners, and has a development roadmap particularly focused on what T-Bilgi, and clients like them in growing markets, will need in the future.”

About Sytel

Sytel Limited software solutions connect and manage calls and media sessions, without boundary. Our solutions for carriers, enterprises and hosted contact centre providers deliver high-volume routing and media processing on a distributed host-based platform, and are driving inbound, outbound and blended telephony, email, SMS, chat and other media types in over 50 countries. Sytel’s toolsets deliver advanced capabilities to subscribers via the web, including scripting of call processing, real-time reporting and configurable dashboards.

For further information on Sytel:
Tel: +44 1296 381 200
Email: sales@sytel.com
Web: www.sytel.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