Sytel To Supply 150 Inbound Systems Across Brazil

June, 2011

Sytel Limited expects to supply 150 inbound/ blended systems across Brazil by the end of 2012.

Sytel Limited, global supplier of multi-media-channel contact center solutions, expects to supply 150 inbound/ blended systems across Brazil by the end of 2012.

In 2010, Sytel entered into an integration partnership with Brazil-based Teclan to supply systems across South America. Since then, Teclan have marketed IPack Unified, featuring the Sytel communications platform integrated with Teclan‟s agent desktop applications. The package offers a full range of call center functionality including inbound ACD and IP PBX, outbound dialing, call recording, IVR with Text to Speech, scripting and agent applications. Agents work in a unified environment with a variety of media channels, such as voice, email, SMS, video and web chat.

“The call center marketplace in Brazil is one of the fastest growing in the world.” comments Michael McKinlay, Sytel‟s CEO. “Three quarters of Brazilian call centers are less than 8 years old. Our partnership with Teclan enables us to play a strong role in this continued growth, bringing our cutting edge solutions to the new facilities. Although Sao Paulo has the bulk of call center positions, through Teclan we are supplying systems across the country.”

McKinlay continues “Sytel has been supplying both hosted and premise-based customer service/ helpdesk functionality for many years, but not everyone knows the name Sytel. That‟s because we „white label‟ our best-of-breed communication core components inside many familiar call center products.”

Teclan CEO Claudio Sa added “IPack Unified enables inbound/ blended users to make the best possible use of agents‟ time and keep costs down by reacting quickly and automatically when service levels are threatened; agents on outbound or email campaigns are reassigned to take inbound calls and moved back when service levels allow. Management like this across all media channels makes perfect sense, but is almost impossible to find outside the Sytel system.”

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