At a Glance
High performance predictive dialing under compliance
Integrated with many collections management packages
Data-driven routing to specialist teams or self-service
Inbound/ outbound IVR
About Sytel’s Debt Collection Solution
Reach more clients and collect more debt with Sytel‘s Softdial Contact Center™ (SCC). SCC is a complete, full-service contact center platform enabling debt collection operations to get the best from your existing workforce.
SCC offers outbound/ inbound contact handling, IVR/chatbot, recording, reporting, scripting and more, in a single integrated package. Other contact channels such as email, web chat, SMS, Telegram, Facebook Messenger and other social channels can be easily integrated into your strategy.
SCC comes ready-integrated with several specialist debt collection software packages (such as RMEx from Quantrax, integrated since 2004!), SCC is highly flexible and your chosen package can be added on request – just talk to us.
SCC uses intelligent automation to make your collections projects more effective and efficient. It helps you to meet and exceed your business goals by managing all inbound and outbound engagement, and scheduling retries and callbacks.
Depending on your IT resources, SCC can be deployed either:
- in the public cloud – fully managed and supported by Sytel. Hosted on AWS, this option is known as Softdial Cloud™, and makes use of the competitive rates of our carrier partners.
- on-premise/ private cloud – installed and managed by your in-house IT staff
Boost agent productivity
SCC contains a high-performance predictive dialer – the Sytel AI Dialer™ – which launches more calls than there are agents available, and screens non-live calls automatically while connecting calls answered by a person to collectors.
- Reach more live contacts and collect more debt
- Gain up to 20 mins extra talk time per hour per collector over non-predictive dialing (and even many predictive dialers!)
- Adhere automatically to any limit on abandoned calls.
- Free-up collectors from having to wait, listen and classify. Spend more time on productive debt collection.
The dialer achieves the maximum possible agent productivity using massive simulation based on all campaign conditions as inputs. This provides lightning-fast adjustments as conditions change, and a far more accurate dialing rate than dialers that rely on mathematical modelling.
Comply with all outbound regulation
Comply with all rules governing the calling of consumers, e.g. FCC/ FTC, TCPA, Do Not Call lists, with maximum flexibility and no fuss.
- Abandoned call rate – just set the target and leave it alone. No manual adjustment necessary – frees supervisors to concentrate on coaching collectors and other quality assurance work.
- Ring, no answer – no hang up on a ringing call within 15 secs. No added annoyance to debtors
- Do Not Call – all numbers screened in real time against any DNC Lists – company, state, federal. Any numbers added can be removed immediately from the dial list
- Right time to call – all rules on when calling is allowed, is managed automatically, observing timezone and can be adjusted as necessary
- Contact frequency – all rules on contact frequency, e.g. how often, which method(s), are easily configured and followed automatically.
And when rules change, the dialer can easily be configured to comply.
Set contact strategies with precision
The dialer provides the best chance of success in the shortest time, providing automation and flexibility in managing your debt inventory.
- Get numbers to dial from any 3rd party database/ CRM/ collections system via secure integration, and write back all data.
- Manipulate and combine account lists to hone your dialing strategy. Select accounts for contact based on any criteria – value of debt, age of debtor, location, etc.
- Retry automatically at different times of day – even on different numbers – to increase success
- Maintain high productivity by mixing retries and callbacks with fresh numbers across multiple lists.
Automate self-service options
Save on collector costs with integrated IVR/chatbot automation.
- Mix human and virtual (bot) agents in the same campaign. Use a virtual IVR/chatbot agent to deliver and take messages, or for high-value/complex interactions, route to an agent.
- Broadcast automated outbound messages (where regulations allow)
- Transfer easily between IVR and collector, with all data sent with the call
- Take voicemail out-of-hours. Tag each message with name/ account ID.
- Allow debtors to set up a payment arrangement with no agent intervention
- Present personalised data, e.g. linked balance, last payment info, due date, amount due, etc. automatically via built-in Text-to-Speech (TTS)
- Save agent time by authenticating the caller before connecting to a collector.
All IVR/bot options for rules, TTS, logic flow, etc. can be set up by non-technical personnel in a reusable ‘script’.
Use data-driven routing for best results
Use caller ID or any IVR/bot conversation data to match inbound callers to their account and route them to the right team based on balance, age of debt, or collector skills required.
Utilise agents where they are needed most
Reduce wasted agent time by blending outbound agents to take inbound calls when required. Dynamic workforce management helps reduce reliance on forecasting and scheduling. Achieve more with the resources you have.
Monitor for quality
Listen to collector conversations in real time, with options to coach, or take over. Keep an eye on progress as it happens with comprehensive real-time statistics on all call, dialer and agent activity.
Record everything
Record audio plus agent screen activity – for training, scoring, quality assurance or dispute resolution.
- Search recordings easily by account number, name, project, phone number, collector, etc. Playback within the same tool.
- Record some, record all, or let the collector decide.
Need help? Just ask us…
Our expert support is second to none, and is on hand to provide expert assistance. Your annual support subscription ensures immediate access to any system enhancements.
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.
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Case studies
Kantar (Global) – Fully Managed, Multi-Tenant CCaaS Solution
CloudControl (France) – Cloud Based Scripting for Maximum Agent Productivity
BVA Group (France) – Ready-Made CATI/ Dialer Integration Drives Expansion
GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms
Abt (US) – Cloud-Based Deployment Serving Multiple Sites
Peixe Urbano (Brazil) – In-Call IVR for PCI Compliant Payments
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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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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
Optimise agent usage and balance workloads in real-time without human intervention, 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
Debt Collection
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