Sytel’s products have enabled call blending for a number of years and many of our business partners have deployed their own blending based around our components. Sytel also supplies our own call blending module to calculate inbound demand and our outbound protocols ensure that management of inbound spikes does not impact call abandonment.
Call blending works by moving agents between inbound and outbound campaigns under the control of Softdial CallGem. CallGem's own command and control systems work together with the outbound and inbound pacing systems to provide maximum flexibility of agent movement while ensuring that compliance and overall agent efficiency are not compromised.