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), 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