Fidobank Sees an Increase in Customer Satisfaction Using Sytel Software

March, 2015

Fidobank, a Ukrainian bank with headquarters in Kiev, runs a 24x7 operation across eight different time zones. Installing Sytel's software has provided the glue that allows customers to contact the right person in the bank, first time.

Roman Shevtsiv, Vice President of Fidobank says; "We are very pleased to have selected Sytel as our supplier. The Sytel solution met all our needs, and could be installed with minimum disruption. Furthermore, the text to speech service on the IVR, which we have been able to implement in Russian, is a key strength of the service."

Fidobank has been using Sytel's software since October 2014. The bank's inbound and outbound campaigns include; telesales, debt collection and telemarketing, with an IVR also providing end customers with a comprehensive self-service option.

The Sytel solution includes an extensive library of scripter rules which can be amended as necessary to accommodate different languages, a key requirement for Fidobank. In addition, the bank has also built their own rules using the Sytel Scripter to ensure calls are routed to the most suitable destination.

Fidobank considered several suppliers and carried out rigorous selection criteria before selecting Sytel Ltd. Once the decision had been made, the call center was operational within three weeks.

"Sytel's adaptability and speed to implement was clearly recognised by Fidobank in their selection process", commented Michael McKinlay, CEO of Sytel. "Combining these attributes with the flexibility of the Scripter tool has provided Fidobank with the best option."

About Sytel Ltd:

Sytel Limited software solutions connect and manage calls and media sessions, without boundary. Our solutions for cloud contact center providers, premise-based contact centers, carriers and enterprises deliver high-volume routing and media processing on a distributed host-based platform, and are driving inbound, outbound and blended telephony, email, SMS, chat and other media types in over 50 countries. Sytel's toolsets deliver advanced capabilities to subscribers via the web, including scripting of call processing, real-time reporting and configurable dashboards.

For further information on Sytel:

Tel: +44 1296 381 200