Sytel Launches Global Compliance to Protect Consumers and Contact Centers

May, 2020

Enables contact centers to manage consumer opt-outs and other no-contact rules across phone, email, SMS and all other media types
Sytel is delighted to launch Global Compliance, available immediately, enabling contact centers to manage consumer opt-outs and other no-contact rules across phone, email, SMS and all other media types.

“We have always fought for the right of the consumer to decide if, how and when they want to engage with contact centers”

said Michael McKinlay, CEO of Sytel.

“This product gives them all the protection and assurances they need. It also brings peace of mind to contact centers, by allowing them to ensure that all their outbound business is geared to the needs and wishes of consumers, as well as being legitimate”

said McKinlay.

Global Compliance ensures compliance with do-not-contact requirements from all sources:

  • Customer driven

    When any contact, e.g. voice, email, chat or SMS is launched, the Global Compliance engine will check in real-time whether the customer has asked not to be contacted in this way. Similarly, in any live session, if the customer then asks not to be contacted in this way again, the compliance database is immediately updated.

  • Do-not-call list driven

    Sytel works with internal and external DNC lists at the point of launch to decide whether an outgoing session to a customer is permissible. And the use of sharding techniques allow it to work in real-time with all DNC lists, even if they run into hundreds of millions of contacts.

  • Rules set by authorities

    As well as consumers expressing their own preferences for contact, in many countries, state, government and other authorities specify rules, restricting contact, for example hours during day, or frequency. All such rules can be implemented and are updated in real-time.

“Often the same customer will be targeted by multiple outreach programs across several contact centers. The Global Compliance engine carefully manages all contact attempts and retries as if from a single source.”

McKinlay added.

Fabio Santana, IT Superintendent at Flex BPO in Brazil, commented

“The depth and reach of Sytel Global Compliance across all media types, and the fact that updates and compliance can both be done in real-time, is exactly what we need to manage our customer contacts responsibly and with assurance. Sytel have set a gold standard for others to follow.”

About Flex BPO

Flex makes every interaction with the “customer of its customers” fit the profile of each of them.

Founded by pioneering professionals with success stories in the contact center market in Brazil, Flex was born to be different. In a time when digital technologies are rapidly transforming reality, organizations recognize the consumer experience is the most important element for generating results. Flex BPO is in the business to help customers delight their consumers. For more information, please see www.flexbpo.com.br.

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

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

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

All Media Types

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

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

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

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™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

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

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app