Sytel Provides Solution To Ofcom Clampdown

October, 2009

Sytel Limited is launching an initiative to protect call centre operations from falling foul of Ofcom’s new proposals to increase fines for non-compliance with its outbound dialling rules to £2million.

Sytel Limited is launching an initiative, with immediate effect, to protect call centre operations from falling foul of Ofcom‘s new proposals to increase fines for non-compliance with its outbound dialling rules to £2million. (Ofcom is the communications regulator in the UK responsible for the setting and policing of outbound dialling rules.)

Sytel Managing Director Michael McKinlay said that “Many contact centres, through no fault of their own, are now faced with investments in diallers that cannot deliver effective performance for them under compliance. We know that budgets are stretched everywhere, so we are structuring replacement deals that will leave companies cash neutral, whilst giving them the extra productivity benefits under compliance that our dialler uniquely provides.

Actual levels of silent calls in the UK are running much higher than the 3% limit demanded by Ofcom. But the days are now gone when users of diallers should have the capability, unwittingly or otherwise, to push up their dialler pacing beyond compliance levels in search of better performance.

Softdial Plugin® from Sytel is the only dialler to be engineered from the ground up for the maximum performance possible under compliance. And Sytel is still the only vendor to actually enforce compliance within our product, which means that our users have absolutely no exposure to the new levels of fine now being proposed.

We will be offering free trials as a part of all deals to get our product working and delivering the benefits in days, not weeks.” said McKinlay.

About Sytel

Sytel Limited is the world’s leading supplier of predictive dialling algorithms on an OEM basis to the contact center industry. Sytel Limited is also a leading contact center vendor in its own right. It delivers secure, resilient IP telephony and media infrastructure software for carriers, enterprises and hosted contact center providers, connecting and managing calls and media sessions, without boundary. Sytel solutions provide high-volume routing and media processing on a distributed host-based platform, and are driving inbound, outbound and blended telephony and other media channels in over 40 countries. Sytel’s toolsets deliver advanced capabilities to subscribers via the web, including scripting of call processing, real-time reporting and configurable dashboards.

For further information about Sytel, or to request a product demonstration, please contact Sytel.

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