At a Glance
Maximum performance under compliance
Constant adjustment to changing conditions
Employs massive simulation techniques
AI based pacing
Designed for compliance before any compliance rules existed
Dialing protector feature
Multi-Context dialing feature
About Sytel AI Dialer™
So how does it work?
VEM® is a classic example of machine learning as the dialer takes in information relating to a dialing campaign and figures out how to dial. One key difference, from other AI products, is that VEM® does not try to build up snapshots of model dialing conditions and use this to generate new simulations in other campaigns.
A unique approach
The approach we take is to treat each campaign as unique, and not allow VEM® to use any approximations derived from other dialled campaigns. The sheer enormous power of VEM® is such that it can very quickly calculate dialing rates in just milliseconds. And this is vital since VEM® may have to support many different campaigns simultaneously, where dialing conditions are constantly changing, often abruptly.
An automated process
What this means in practice is that users of the dialer decide on a couple settings, such as the abandoned call target, start a campaign and then leave VEM® alone! There is no need for human intervention in the dialing process, nor does VEM® allow it. Dialing supervisors can be redeployed!
Setting a new standard for dialing
The culmination of all the work we have done with VEM® has taken the dialer to a new level. The latest release of the Sytel AI Dialer enables two key new features, both industry firsts:
Dialing protector
The first of the new features is validation of the dialer’s ability to provide excellent performance whilst dialing under compliance at a level of 1% abandoned calls, a feature which is invaluable to those markets such as the UK, which stipulate compliance.
This feature is unique in the industry and gives users peace of mind, knowing that the dialer will deliver excellent performance, ensure that they stay out of trouble from current or future legislation and protect consumers from nuisance calls.
Multi-Context Dialing
The second is extending the work that VEM® does to allow it to recognise and work with different record types, for example call-backs, with inherently different answering properties from other phone numbers.
VEM® runs simulations for different record types and combines results dynamically to match the dialing targets set for a campaign. This again is a world first and means that call centers don’t need to worry about mixing data with different calling characteristics on the same campaign, whether knowingly or inadvertently.
The Sytel predictive dialer has given us a strong competitive advantage in the marketplace. Its performance, reliability and adherence to compliance standards are second to none.
We look forward very much to implementing the new AI product and continuing our successful relationship with the team at Sytel.
Neil Perring
CEO, Inter-act
See also …
Predictive Dialing
Best-of-breed performance under compliance
Softdial Campaign Manager™
Comprehensive configuration and control for outbound campaigns
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
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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