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”.
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
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