Sytel Engages With Ofcom

January, 2017

Sytel responds to Ofcom regarding their December 2016 Policy Statement.

Sytel asks Ofcom to reconsider

In December 2016 Ofcom issued an update on their rules for outbound dialling entitled Persistent Misuse. Ofcom’s regulations lead the way globally in seeking to both curb and prevent the nuisance calls caused by outbound dialling. Sytel has been a firm supporter of their work and has contributed regularly to discussions about proposed new policies.

The latest Policy Statement contains new insights and determinations on the part of Ofcom, for example the clear intention to eliminate all Silent Calls.

Ofcom logo

Much of the new Policy Statement puts the onus on call centres to avoid misuse, which of course all responsible contact centres seek to do. In several respects, Ofcom stops short of setting precise guidelines. Instead, it is saying that it is the responsibility of the contact centre to ensure that misuse does not occur. This is true, for example, of policies in respect of both abandoned and IVM calls made by diallers.

Deciding how to program dialling systems so as to avoid misuse is a challenge for all contact centres. In the absence of any precise rules, which can be monitored, we believe that the chances for misuse indeed being persistent, or much more than Ofcom would regard as reasonable, are high.

We have decided to write to Ofcom’s Chief Executive asking Ofcom to reconsider its policy stance and consider setting more precise rules for contact centres to follow. Since our letter is written along the lines of a submission, providing advice and feedback, we are placing it in the public domain so that others may comment and interact with Ofcom as they wish.

A copy of our letter to Ofcom may be requested by contacting us directly.

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