Collections

Automated inbound/outbound blending integrated with any debt management app

At a Glance

Markets - Debt Collection
Integrate with any inventory management software
Markets - Debt Collection
Sophisticated routing to specialist teams
Markets - Debt Collection
World leader in predictive dialing
Markets - Debt Collection
Inbound/ outbound IVR

About Sytel’s Collections Solution

Softdial Contact Center™ (SCC) is the platform of choice for debt collection, account receivables and recovery operations, offering:

  • unified management of all communication channels – voice, chat, SMS, email, video
  • high performance predictive dialing
  • highly configurable inbound routing
  • sophisticated retry mechanisms
  • automated handling of non-live calls
  • outbound and inbound IVR

 

Making the most of existing investment

Operations with an investment in a preferred inventory management application have no need to rip-and-replace. SCC offers feature-rich tools and applications that can be tightly integrated with any specialist collections software, extending the life of legacy investments.

SCC offers integration paths to meet any requirements; via comprehensive APIs, via the no-code drag-and-drop scripting tool, or by adding any web based apps/ services via the configurable web desktop.

Making the most of available resources

SCC offers many ways to maximise agent productivity and achieve the most value from every interaction.

Agents can work concurrently on multiple chat, SMS or email sessions, and take voice calls when necessary, adding variety and job satisfaction, and minimising wasted time.

To be most effective, every agent must be well prepared and well informed. SCC delivers full account details and contact history, in a highly configurable web desktop. Accounts are updated in real time, so agents always get the full picture.

SCC achieves the highest possible efficiency by managing inbound service levels (SLAs) automatically, assigning high value inbound contacts to agents currently engaged in lower priority work (email, outbound calling, etc). SCC makes automatic ‘best available’ decisions to balance all business needs across the contact center, informed by a 360 degree view of all agents, queues and other activities. Supervisors are free to manage agents, not software.

SCC can play outbound messages to live debtors or their answering machine, so that live agents are reserved only for constructive live contact. Or SCC’s precision answering machine detection algorithm can be used, playing messages to answer machines but passing live connects to agents.

To maintain the highest quality interactions, supervisors can monitor agent activity and join conversations where necessary.

Making the most of inventory

To achieve the best possible outcome from every contact, debtors are connected to the right person/ department as quickly as possible, by routing based on what is known about them, e.g. age of debt, outstanding balance, etc. Or they can be routed to a particular collector or department if there is an established relationship.

SCC’s best-of-breed predictive dialer reaches more live contacts per hour while complying with all regulations, automatically scheduling retries of busies, no answers and other non-live calls, and trying alternative contact numbers or addresses. Agents are kept engaged with the right people at the right time, with no supervisor involvement.

Maximising productivity under regulations

SCC complies with all regulations regarding who can be contacted and when, e.g. Do Not Call lists, US Fair Debt Collection Practices Act (FDCPA), no matter how stringent or complex. This helps conversations by avoiding unnecessary annoyance, and avoids any penalty for breach of regulation.

Regulations often mandate the recording of calls and text interactions. SCC can record all agent activity for later search, review and training.

See also …

Strengths of Softdial Contact Center™ (SCC) in Debt Collection

The business benefits and major features of Softdial Contact Center that make it ideal for the collections marketplace.

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 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

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