News : Sytel Enables Growth of Kelly Services, Russia, with Hosted Contact Center Solution
Kelly Services and Sytel have combined to provide a hosted solution to support Kelly’s growth plans in Russia. Kelly’s contact center model has been replaced with a multi-channel and multi-tenant solution, hosted within their private cloud. 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."
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"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."
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About Sytel Limited:
Sytel Limited delivers secure, resilient IP telephony infrastructure software for carriers, enterprises and hosted/ cloud contact center providers, connecting and managing calls and media sessions, without boundary. Sytel solutions provide high-volume routing and media processing on a distributed host-based platform, and are driving inbound, outbound and blended telephony and other media types in over 50 countries. Their toolset delivers advanced capabilities to subscribers via the web, including scripting of call processing, real-time reporting and configurable dashboards.
About Kelly Services:
Kelly Services, Inc. (NASDAQ: KELYA, KELYB) is a Fortune 500 company offering staffing solutions that include temporary staffing services, staff leasing, outsourcing, vendor on-site and full-time placement. Kelly owns and operates nearly 2,600 offices in 30 countries and territories. Kelly provides employment to more than 700,000 employees annually, with skills including office services, accounting, engineering, information technology, law, science, marketing, light industrial, education, health care and home care.
Published: Wednesday, December 4, 2019
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