Brazilian contact centre solutions provider, Teclan, has a customer base that covers over 3000 agents utilising a broad range of media channels. 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 channels 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) – 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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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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
Optimise agent usage and balance workloads in real-time without human intervention, 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
Debt Collection
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