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 types, 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 types 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), 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