Sytel Partners With Flex In Brazil

November, 2018

Flex, a Brazilian company offering BPO, services and relationship management solutions, has chosen Sytel as a provider of contact center software solutions for its Zaas customer base.

Flex, a Brazilian company offering BPO, services and relationship management solutions, has chosen Sytel Limited, a UK company, as a provider of contact center software solutions for its Zaas customer base. Zaas supports many thousands of agents and Sytel’s share of this market is expected to be substantial as this business doubles in size over the next two years. Clients are supported in a wide range of industries including health, retail, tech and financial.

“Zaas is a complete relationship management solution for connecting enterprises and their consumers”, said José Eduardo Vaz Guimarães, Director of Zaas.

“Our vision for Zaas was to integrate software, telecommunications and services into a platform that offers the customer more options and faster responses. To bring this to life, we needed an easy-to-deploy cloud solution, which was also a market leader in customer experience. Sytel’s ability to help our customers delight their consumers has been key to their selection as a partner” he said.

Zaas enables and qualifies every interaction by intensive use of AI, big data, chatbots, machine learning, virtual agents and audible response units.

“Sytel’s solution is a great fit for us,” Mr. Guimarães continued. “Their blended multimedia platform and the extensive APIs they offer enable us to deliver a wide range of solutions for our hundreds of customers.”

Michael McKinlay, CEO of Sytel commented, “We are very excited by the ground-breaking techniques that Zaas are using to deliver intelligent relationships and are delighted that they chose Sytel as their partner. Innovation and customer satisfaction lie at the heart of what we both do and we are looking forward to an excellent relationship with them,”.

About Flex

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 is in the business to help customers delight their consumers.

For more information please see www.flexcontact.com.br.

Flex logo

About Sytel

Sytel Limited develops and supplies Softdial Contact Center® (SCC) multimedia cloud contact centre solutions, for quick and easy deployment. SCC is delivering services to customers in over 50 countries around the world. All Sytel cloud components are secure, resilient and scale seamlessly from 50 agents to 10,000+, whether local, mobile or remote.

SCC is an open system with a full range of APIs, allowing easy integration of third-party software, CRMs and databases. SCC is multi-tenant and provides support for all social media platforms. Sytel is committed to supporting its customers 24/365.

For more information, please contact us.

Sytel Logo

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