Teclan Integrates Sytel’s SoftdialContact Center™ To Keep Costs Down

July, 2015

Teclan uses Sytel's contact center software multimedia facilities as a key part of its cost reduction program.

Brazilian contact centre solutions provider, Teclan, has a customer base that covers over 3000 agents utilising a broad range of media types. Claudio Sa, CEO of Teclan says, “Sytel’s software is helping our customers reduce costs and increase revenues by automating many customer interactions.”

For example, integrating Sytel’s Softdial Contact Center™ (SCC) and IVR with Teclan’s CRM connects end users to automated, easy to follow messages delivered in outbound call campaigns. The end user listens to a message which requests them to choose an option and these responses are automatically noted and stored. Teclan successfully uses this effective method for confirming installation dates for those who have ordered new cable connections. End users who have placed an order receive an automated outbound IVR call asking them to confirm the date is still acceptable, or to request a re-scheduled date. The response is noted and agents only call those who want to re-schedule their appointment. This reduces the cost of agent resources while still accurately capturing end user confirmation before installation work progresses.

Similar low cost campaigns are being run using outbound SMS. Teclan has integrated Sytel’s scripter functions with clients’ SMS platforms. End users receive an SMS message indicating that a change to their mobile contract may prove beneficial to them based on their usage of minutes, texts and data. Those who reply positively to the text are identified as such in the CRM. Campaigns are then created for agents to outbound call those end users and assist them in moving to a better contract. “We are experiencing high success rates in converting customers to better mobile packages on the TIM network; the second largest mobile operator in Brazil”, added Sa.

Michael McKinlay, CEO of Sytel commented, “It’s great news that Teclan is integrating our Sytel software with such positive effect. Reducing costs is important to any organisation, and the way that Teclan is using the multimedia facilities in our product is key to this”.

About Teclan

Teclan is the Brazilian reference in multichannel solutions for unified communication. Through cutting-edge technology and deep expertise in business intelligence, we help our clients to improve quality, productivity and customer experience. With more than 20 years in Brazilian’s marketplace, our solutions and services are focused on improving the resources and collaborating to the business profitability of our customers.

For further information on Teclan:
Tel: +55 48 3239-4500
Web: www.teclan.com

About Sytel

Sytel Limited software solutions connect and manage calls and media sessions, without boundary. Our solutions for cloud contact center providers, premise-based contact centers, carriers and enterprises deliver high-volume routing and media processing on a distributed host-based platform, and are driving inbound, outbound and blended telephony, email, SMS, chat and other media types in over 50 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 on Sytel:
Tel: +44 1296 381 200
Email: sales@sytel.com
Web: www.sytel.com

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