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

    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