Consumers have the right to decide if, how and when they want to engage with contact centers. Global Compliance, a real-time, multimedia 'Do Not Contact' compliance solution within Softdial Contact Center ™(SCC), gives consumers all the protection and assurances they need.

It also brings peace of mind to contact centers, by allowing them to ensure that all their outbound business is geared to the needs and wishes of consumers, as well as being legitimate.

Designed for fast real-time screening, at scale, at the point of launch, Global Compliance is simple to configure but offers great flexibility.

Sources of 'Do Not Contact' requirements

'Do Not Contact' requirements come from many sources, and Global Compliance ensures compliance with them all:

1) Customer driven

When any contact, e.g. voice, email, chat or SMS is launched, the Global Compliance engine will check in real-time whether the customer has asked not to be contacted in this way. Similarly, in any live session, if the customer then asks not to be contacted in this way again, the compliance database is immediately updated. And any additions can be configured to be blocked for a limited time only (e.g. no contact for 48 hours)

2) Do-Not-Call List driven

Sytel works with DNC lists at the point of launch to decide whether an outgoing session to a customer is permissible. The use of sharding techniques allow it to work in real-time with all DNC lists, even if they run into hundreds of millions of contacts.

Lists may be internal or external, and in force at any level – e.g. campaign, company, state, territory. These can be managed either

  1. via Global Compliance
  2. directly via the API

Numbers and email addresses can be added or removed in bulk.

3) Rules set by authorities

As well as consumers expressing their own preferences for contact, in many countries, rules restricting contact may be specified by state, federal and other authorities, and may apply to

  • particular numbers/ addresses
  • outbound campaigns
  • geographic regions
  • outcome types from previous contact

For example:

  • A collections house may only have one conversation with a debtor in a given day, including if the debtor has called in
  • After an abandoned phone call to a particular number, if it is within this set of territories, you may not call the number for 72 hours

Global Compliance allows users to specify an unlimited number of such rules, in precise detail.

Added or edited rules take immediate effect enabling fast response, for example to block contact to a specific region in response to a disaster situation.

To service rules such as 'Only one contact of any type per day', SCC keeps a record of each and every contact to or from a consumer - who, when, which media type, etc. Contact history is then accessed in real-time as rules require.

Aggregation

Often the same customer will be targeted by multiple outreach programs across several contact centers. Global Compliance carefully manages all contact attempts and retries as if from a single source.

For a demonstration of Global Compliance features,

Contact Sytel