Telecommunications VG (TVG) has been providing solutions since 1993 to global clients in Mexico and USA, directly supporting more than 8,500 agents. TVG is an Avaya Platinum Business Partner, a Premier Business Partner with CISCO, and the only Oracle Communications certified Hyperconnected Enterprise Partner in Latin America. They have recently successfully migrated several contact centers to SIP with Oracle’s SBCs for several major banks including; Santander, Banorte and Scotiabank.
Continued issues with existing contact center technology suppliers have driven TVG to look for an alternative solution.
Gustavo Villarreal, CTO of TVG explains, “We like to go deep with our customers and understand what they need. As clients’ communications operations become increasingly complex and dynamic, the contact center turns into the ball and chain that slow down everything for marketing, support, finance and other areas. It just doesn’t move as fast as the business requires, and its expensive! We love to surprise our customers when we show them ways in which their contact center should be adding value to their company, and that it can be done effectively, in a timely manner and that it is not as complicated as traditional technology vendors have accustomed the market to. Before Sytel, we just saw a lot of opportunity, but no way to fulfil them. Now with Sytel, we are able to break this ball and chain and deliver not only the best technical solution, but also a solution that is simple to budget, straightforward to implement, support, grow, shrink, or anything we may need.”
Sytel was known to TVG because of Sytel’s advisory role to both the FTC Do Not Call Implementation Act and the Ofcom ruling on silent and abandoned calls. “Not only does Sytel provide full compliance capabilities for; PCI, FTC/FCC, TCPA etc. but they also have the most advanced proven dialer in the market, as well as excellent support for all contact center activities,” commented Villarreal. “We are completely confident our customers and TVG will flourish with the Sytel.”
Michael McKinlay, CEO of Sytel says, “We are extremely pleased that TVG has selected Sytel, we look forward to working with this highly skilled, advanced technology partner. Our service features include multi-media, full blending and great reporting. Not only can it run on any hardware but it can be integrated to any database, web service or API. We believe in providing full flexibility, which encompasses licensing and personalised support.”
TVG and Sytel were both invited to present at a User Group conference in Las Vegas in September. Villarreal clearly identified TVG’s reasons for moving to Sytel and introduced McKinlay who directly answered questions from the delegates.
“There was a general feeling of concern and frustration among the delegates in Las Vegas. We understand changes need to be made. Do you persevere with ongoing problems, or do you put your end customers first and consider an alternative solution? We are fully confident that TVG has a first class alternative that customers can smoothly migrate to,” added Villarreal.
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