Sytel Enjoys Success In Cannes

May, 2007

Sytel Limited attended the first Contact Center Global Forum event held recently in Cannes, France.

Sytel Limited, a leading supplier of contact center solutions, attended the first Contact Center Global Forum event held recently in Cannes, France. Featuring 65 exhibitors and attracting over 400 delegates, the forum was an opportunity for Sytel to meet with contact center organizations from around the world, together with a number of key influencers within the contact center industry.

Combining an exhibition area with Forum sessions, workshops and interactive work streams, the event was an opportunity for debate and discussion on the changing nature of the contact center industry around the world, and the challenges facing the market as it continues to flourish. Commenting on the event, Michael McKinlay, managing director of Sytel said; “The Forum was an opportunity for us to meet with key industry leaders and decision makers, allowing us to discuss our views on the need to embrace responsible dialing practices, especially in respect of outbound dialing.”

Many countries, especially within the Asia Pacific region, are currently reviewing their best practice guidelines for contact centers and to help them do this, Sytel released its Outbound Template, providing both vision and practical advice on how they ensure responsible dialing practices. McKinlay said; “The contact center industry continues to grow at a fast pace, especially in the APAC region and we are delighted to help both these and other countries avoid the pitfalls that some countries in EMEA and North America have experienced in recent years.”

This theme was much appreciated by attendees to the Forum. Mike Li, Secretary- General of the Chinese Call Center and CRM Association said; “We very much welcome the opportunity to learn from the experience of Sytel in outbound markets and it offers our members the chance to move to best practices quickly and gain a strong foothold in their chosen markets as a result.”

Based in the UK, Sytel Limited provides contact centre solutions to organisations in over 30 countries. In the outbound world, its predictive dialer, Softdial Plugin®, is recognized as being the leading dialer for delivering effective performance under compliance. Sytel has campaigned in all major markets for responsible rules for predictive dialers and acts as adviser on dialer regulations to many national marketing and government bodies around the world.

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