About Webhelp SNT
Webhelp SNT is one of the largest call center operations in the Netherlands, specialising in the handling of multi-channel customer contacts and has recently been awarded a COPC (Customer Operations Performance Centre) certificate, a worldwide standard for customer contact centers. Working for a variety of large corporates, including telecom and service providers, SNT customer contacts are handled in an integrated way by telephone, email or internet, 24 hours a day, 365 days a year. With six locations in the Netherlands and Belgium, the company employs over 2,500 agents.
The requirement
Webhelp SNT have ambitious plans to offer their clients leading-edge technology, to help them develop and maintain high levels of customer service. Their priority is that the company’s networks and workstations will have a standardised, new technological environment and be fully web and IP based with the objective of functioning as one centralised platform. In order to meet these exacting requirements and reap the benefits, Webhelp SNT turned to UK based Sytel Limited in partnership with Dutch based TietoEnator to deliver a solution.
TietoEnator’s managing director, Bjorn de Hoon explained
“We choose to work with Sytel because we regard their predictive dialer, Softdial Plugin® to be the only solution to efficient dialing under compliance. The dialer has benefited many of our clients with the scalability, multi-tenancy capability and ease of integration with any CRM or Telco environment, all of which are paramount in providing ASP and larger call centers with discreet, partitioned services.”
Sytel’s Softdial Plugin takes account of all campaigns and dialing parameters and is able to constantly adjust its dialing speeds to match changes in the campaign conditions, together with providing the lowest possible waiting time given the user’s objectives on abandoned calls. Ever since 1999, Softdial Plugin® has delivered the ultimate in predictive performance, with a consistent abandon rate of 3% as recommended by Ofcom in the UK and the Federal Communications Commission in the US.
Michael McKinlay, managing director at Sytel, commented
“We continue to push for industry wide adherence to predictive dialing compliance legislation. As a company we are committed to supplying our customer with dialers that offer high levels of performance under compliance.”
The result
Webhelp SNT are now enjoying the benefits of the new system. The central database uploading and the flexible scripting options are hugely successful and they have been able to execute complex campaigns for clients that they otherwise would not have been able to handle.
The inbound modules are integrated with the other systems and new business intelligence functionality has been added. It is from this centralised platform that Webhelp SNT are able to operate both inbound and outbound from all sites as if it were a virtual contact center.
Ankie Straathof of Webhelp SNT commented
“The platform was immediately embraced by the Team Managers and the other people involved. People came to ask of their own accord whether they could work with the system.”
About Sytel
Based in the UK, Sytel Limited provides call center solutions to organisations in over 30 countries. In the outbound world, its predictive dialer, Softdial Plugin, is recognised as being the leading dialer for delivering effective performance under compliance. Sytel has campaigned in all major markets for responsible rules for predictive dialers and acts as adviser on dialer regulations to many national marketing and government bodies around the world.
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