News : Sytel Enhances Salesforce with Blended Inbound/ Outbound
Aylesbury, United Kingdom, Nov 17, 2013 -- Sytel Limited, a vendor of contact center software solutions, announces the integration of its call center platform, Softdial Contact Center (SCC), with Salesforce.com, the customer relationship management (CRM) system for call centers. The integration provides high performance automated handling of both inbound service and outbound sales calls (fully integrated with Salesforce data records), predictive dialing, call routing, IVR, call recording and an embedded softphone.
SCC maximizes call center productivity by utilizing call blending (moving agents seamlessly and automatically) between inbound and outbound campaigns in response to service levels. This makes best use of agent time, and minimizes the number of agents required to maintain SLAs.
Sytel CEO Michael McKinlay commented, "We are delighted to announce this integration of our best-in-class call control with Salesforce CRM. The marriage of Sytel and Salesforce functionality is a winning combination. Sytel has extensive experience of integration with 3rd party products; we are the world leading supplier of OEM dialer components, and a leading dialer provider for the Market Research industry with many proven CATI integrations."
Posted by Veronica Silva Cusi, news correspondent
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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.
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
Published: Tuesday, November 19, 2013