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.

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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) - 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 Platform

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

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • 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

Automated, ‘best available’ decisions to manage agents and balance work load, 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 SMEs 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

Collections

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