TVG Adds Sytel To Its List Of Services

November, 2016

Continued issues with existing contact center technology suppliers have driven TVG to look for an alternative solution.

Telecommunications VG (TVG) has been providing solutions since 1993 to global clients in Mexico and USA, directly supporting more than 8,500 agents. TVG is an Avaya Platinum Business Partner, a Premier Business Partner with CISCO, and the only Oracle Communications certified Hyperconnected Enterprise Partner in Latin America. They have recently successfully migrated several contact centers to SIP with Oracle’s SBCs for several major banks including; Santander, Banorte and Scotiabank.

Continued issues with existing contact center technology suppliers have driven TVG to look for an alternative solution.

Sytel Logo

Gustavo Villarreal, CTO of TVG explains, “We like to go deep with our customers and understand what they need. As clients’ communications operations become increasingly complex and dynamic, the contact center turns into the ball and chain that slow down everything for marketing, support, finance and other areas. It just doesn’t move as fast as the business requires, and its expensive! We love to surprise our customers when we show them ways in which their contact center should be adding value to their company, and that it can be done effectively, in a timely manner and that it is not as complicated as traditional technology vendors have accustomed the market to. Before Sytel, we just saw a lot of opportunity, but no way to fulfil them. Now with Sytel, we are able to break this ball and chain and deliver not only the best technical solution, but also a solution that is simple to budget, straightforward to implement, support, grow, shrink, or anything we may need.”

Sytel was known to TVG because of Sytel’s advisory role to both the FTC Do Not Call Implementation Act and the Ofcom ruling on silent and abandoned calls. “Not only does Sytel provide full compliance capabilities for; PCI, FTC/FCC, TCPA etc. but they also have the most advanced proven dialer in the market, as well as excellent support for all contact center activities,” commented Villarreal. “We are completely confident our customers and TVG will flourish with the Sytel.”

Michael McKinlay, CEO of Sytel says, “We are extremely pleased that TVG has selected Sytel, we look forward to working with this highly skilled, advanced technology partner. Our service features include multi-media, full blending and great reporting. Not only can it run on any hardware but it can be integrated to any database, web service or API. We believe in providing full flexibility, which encompasses licensing and personalised support.”

TVG and Sytel were both invited to present at a User Group conference in Las Vegas in September. Villarreal clearly identified TVG’s reasons for moving to Sytel and introduced McKinlay who directly answered questions from the delegates.

“There was a general feeling of concern and frustration among the delegates in Las Vegas. We understand changes need to be made. Do you persevere with ongoing problems, or do you put your end customers first and consider an alternative solution? We are fully confident that TVG has a first class alternative that customers can smoothly migrate to,” added Villarreal.

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

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

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

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

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™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

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

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app