Sytel Launches Instant Response IVR Product

March, 2008

With immediate effect Sytel is launching a product, Softdial Instant Response™, that allows call center customers to give immediate feedback to a call center at the end of a call.

With immediate effect Sytel is launching a product, Softdial Instant Response™, that allows call center customers to give immediate feedback to a call center at the end of a call, whether the call was inbound or inbound.

Launching the product, the Managing Director of Sytel, Michael McKinlay said “How often have you had a call from a market research company inquiring how some particular call was handled, that you were involved in, say a week or two ago. Chances are that even if you remember the call, in this busy world, the feedback you give is not that precise, simply because you have forgotten. The aim of Softdial Instant Response™ is literally that – as the call finishes, allow the customer or called party to be routed to an IVR queue to record his experience on the call.”

“This is where companies can get creative”, McKinlay said. “For example on an inbound call you might ask someone a number of questions about call quality, using a keyed response on a scale of 1 to 10. That might give you a warm feeling if your call center scores highly. But it lacks precision in terms of things you need to know to make a call even better. So another way to get feedback is to ask a question and then let the customer speak! Often seen as a novel idea(!) and it means having to listen to replies, but what better way to improve your business than to listen to what your customers say, uninterrupted,” he said.

“And why not consider using such a product on outbound calls as well?” McKinlay said. “If you are running a profitable outbound operation then you care about how calls are handled. Supervisors, doing monitoring operations, can only listen to so many calls, and certainly don’t get to ask questions about call quality. Even though not all answers provided within Softdial Instant Response™ may be to a manager’s liking, again – just think what valuable information is being lost when you don’t give the people you call a chance to immediately record their feelings about the call.”

“Legacy systems have to do a lot of integration to provide this instantaneous level of service, if they can get there at all, and it doesn’t come cheap”, McKinlay said. “The beauty of our approach is that the product comes ‘out of the box’ with Sytel’s Softdial Contact Center™. There is no integration work to do and a service can be live in just days, not months or years.”

“Because within our system an agent is an agent is an agent, whether virtual (IVR) or live, the technology is free to be employed in a variety of unusual and innovative ways.”

Based in the UK, Sytel Limited provides contact center and enterprise solutions to organisations in over 35 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.

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