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.

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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.

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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 Platform

Softdial Contact Center™ - tightly integrated modules, 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

Work Anywhere

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

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 Channels

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

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

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

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound 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

Drive operational efficiency, increase customer satisfaction & improve agent performance

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™

Maximum predictive dialing performance, 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™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

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