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,”.
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.
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.
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
Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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
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
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
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
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
Highly flexible unified web UI for agents, supervisors and administrators
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
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
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
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Performance and efficiency for a wide range of business applications
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Secure, highly-configurable multichannel communications for excellence in patient care