“Now that Ofcom have shown their intention to fine anyone who works outside their compliance rules, the debate has moved on. For any dialer, compliance is actually easy; the real issue is now about getting effective performance under compliance, and that is what our seminars focus on.” said Sytel’s Michael McKinlay.
“A lot of companies in the UK have been working outside of compliance rules for dialers either because of ignorance, or in many cases, because their systems simply do not deliver the goods when forced to work under compliance.”
“For the many users with under-performing dialers, the choice has been stark. Comply with Ofcom rules and see performance levels drop, sometimes substantially, or work outside compliance and risk substantial penalties.”
“No responsible call centre wants to be in this situation, but dialers still have a touch of mystique about them and it was not always clear in the past that dialer investments were going to be at risk, under a compliance regime.” said McKinlay.
Commenting as a long time Sytel user, Neil Perring of BPS Contact Services, part of the Teleperformance Group said; “We have been relying upon Sytel’s predictive dialing product for many years and have always been delighted at the excellent performance we get from their mandatory adherence to compliance. When the Ofcom rules came in, it was business as usual for us, with no loss in performance and no worries that supervisors might intentionally or otherwise breach the rules.”
Seminar details can be found at www.sytelco.com.
Based in the UK, Sytel Limited provides call centre solutions to organisations in over 30 countries. In the outbound world, its predictive dialer, Softdial Plugin®, is recognised 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.
BPS Contact Centre Services, part of the UK arm of the Teleperformance Group, operates outsourced contact centres across a wide variety of industry sectors. Its aim is to help clients manage and increase the value of their customer relationships using a skilled and experienced management team and state-ofthe- art technology and contact centre infrastructure.BPS Contact Centre Services, part of the UK arm of the Teleperformance Group, operates outsourced contact centres across a wide variety of industry sectors. Its aim is to help clients manage and increase the value of their customer relationships using a skilled and experienced management team and state-ofthe- art technology and contact centre infrastructure.
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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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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
Optimise agent usage and balance workloads in real-time without human intervention, 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
Debt Collection
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