About Perdial
Perdial Limited is one of the UK’s leading providers of hosted contact centre services. They serve a wide international client base, targeting mostly SMEs, and serve both B2B and B2C sectors. They offer both inbound and outbound calling, with a mix of predictive, progressive, preview dialling.
The CCaaS requirements
In the late 2000’s, Perdial wanted to leverage the growing capabilities and advantages of the hosted model. They were looking for a contact center as a service (CCaaS) provider who offered all the functionality of a full service contact center platform. They needed a solution which was flexible for their customers both in scalability and cost.
Eugene Goodin, Managing Director of Perdial explained:
“The hosted model has become increasingly attractive to clients for a number of reasons. Unlike a premise-based system, there are no upfront costs; that investment has already been made by the service provider. This means that clients pay as they go, only for what they actually use, and they are free to scale up and down as they need.”
Perdial set about searching for software that would provide the backbone of their business. The chosen solution had to offer:
- True multi-tenancy throughout
- Inbound and outbound call handling, including blending between the two
- IVR – quick and easy to develop, no matter how complex
- Call recording
- Multi-media handling – chat, email, social media, etc
- Agent scripting – with fast implement-ation of complex requirements
- Detailed control over outbound campaign parameters – do not call, retries, end-of-list handling, etc
- Integrated real-time and billing reports
Implementation
After extensive testing, Perdial settled on Sytel’s Softdial Contact Centre™ (SCC).
Eugene Goodin commented
“Sytel offers an all-in-one hosted software package. With Sytel, facilities are either ready integrated, or we write our own wrapper around Sytel’s technology to deliver the customers’ requirements.”
From Perdial’s point of view, Goodwin added that Sytel was ideal for a number of reasons:
- Flexibility
SCC allows us the flexibility to meet the diverse needs of our individual clients, from the small collections shop to the large customer service operation. A core aspect of that flexibility is that we can offer TDM or IP connectivity depending on client requirements. Increasingly, customers are migrating to SIP delivery; many do not even have TDM within their premises. Our clients appreciate the flexibility we offer to grow, develop and change. For example, an agent is easy to set up; all they need is a PC, a phone and an Internet connection, opening up the possibility of home-working. We are supporting a growing number of home-workers across a variety of sectors. - Multi-tenancy
Sytel’s SCC allows true, secure multi- tenancy which is crucial to us as a hosted service provider. It allows us to segregate our customers without having to run separate full instances of the software for each customer – which means less hardware and less configuration is required and there are fewer services to monitor. This makes the system overall easier to administer from a landlord’s, or service provider’s, perspective. It would be extremely difficult for us to deliver services without this. - Inbound blending
SCC allows our clients to respond quickly to inbound calls by automatically taking agents directly out of the outbound pool. That way resources are maximised because agents are never sitting idle. - Custom scripting
SCC’s Scripter tool has two powerful functions; firstly, agent scripting. It enables our customers to build incredibly complex branching agent scripts with dozens of pages and hundreds of question options. The functionality within Scripter means that consumers only answer the questions pertinent to them, based on a combination of their age, gender and the answers to previous questions. It is a really flexible tool allowing personalisation of scripts. And being browser based, it is suitable for home workers as well as for the traditional call centre environment. - Outbound performance under any international dialler regulation
This has always been a core strength of Sytel. Their predictive dialler gives the best predictive boost over progressive dialling of any dialler, and we never have to worry about breaching the UK rules laid down by Ofcom. - Campaign management
SCC’s Campaign Manager allows for quick and simple campaign configuration, with options across a range of features. Having the ability to save your preferred options by creating a template means that future campaign creation is quick and easy. So easy that non-technical staff such as call centre managers or team leaders can create and manage campaigns rather than having to employ a dialler manager to do it. In our experience, once shown how to use campaign manager few people need further instruction and most begin to experiment with it to see how they can fine-tune and improve their campaign performance.
The result
“Together with Sytel, Perdial can offer some pretty attractive capabilities:
- Service
Perdial offer 1st and 2nd line support, backed up by Sytel’s expertise when necessary. - Custom development
No two clients are alike. All require some measure of bespoke development, which we largely undertake at no cost to our clients. Thanks to Sytel’s Scripter, it’s at minimal cost to us, too! - Stability and reliability
Sytel’s distributed architecture offers facilities such as software autorestart, and full hardware and software redundancy throughout. This has allowed us to build a highly resilient, redundant system using our data centre and dedicated network. Our clients appreciate the assurance that offers.”The bottom line is that from a standing start Perdial has grown to become a significant presence in the UK hosted marketplace. Our services are all delivered using Sytel’s technology and it has been fundamental to our success.”
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