The new system will allow Kelly to conduct interviews, recruitment services and personnel management solutions throughout Russia.
“As we look to the future,” said Kelly Operations Director Yury Efrosinin, “we need the flexibility to respond to the ever growing challenges and opportunities for growth and diversification in this dynamic market place. Sytel gives us that flexibility.”
With software installed on servers in Nizhny Novgorod connecting to agents in Moscow, Smolensk and St. Petersburg, Kelly’s personnel services require effective balancing of all inbound and outbound traffic.
“Sytel’s automated blending enables this,” said Mr. Efrosinin. “It allows us to adapt quickly to business needs, managing our resources in the most cost-effective way, and getting the best value from our agents’ time.”
“The agility of the Sytel hosted solution enables us to respond quickly to our daily challenges,” added Mr. Efrosinin. “Everything from large, complex agent scripts, to reporting metrics, to IVR flow can be tailored to our unique situation and updated on the fly. This allows us to stay on top of any rapid changes and deliver best value for our customers.”
Kelly develops and uses its own specialist CRM systems. “Integrating Sytel with our CRM systems has been quick and easy,” commented Mr. Efrosinin, “because Sytel expose a clean, clear and comprehensive API set. This gives us a robust integration that we can extend as the business requires.”
Sytel CEO Michael McKinlay commented “We are delighted to be responding to Kelly’s challenging needs. Their growth plans are no longer held back by technology. Sytel’s software lets them expand and customise easily, adding new functionality, integrating with other applications as they need and having the capacity to easily add new contact center locations whenever and wherever they need. Expansion and adaptability are in our software’s DNA.”
About Kelly Services
Kelly Services is a world leader in the field of outsourcing and personnel management solutions, offering solutions for the selection, adaptation and retention of the best employees, as well as in the field of contingent workforce and outsourcing services. Since 1946 around the world, and since 1993 in Russia, we have been implementing solutions that allow our customers to focus on their core business. Our uniqueness lies in the wide range of proposed solutions for personnel management and providing customers with a complete portfolio of business lines within one company.
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