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TRAINING IN CONTACT CENTERS

News : Sytel Launches Global Compliance to Protect Consumers and Contact Centers

#contactcenterworld, @SytelLtd

Sytel is delighted to launch Global Compliance, available immediately, enabling contact centers to manage consumer opt-outs and other no-contact rules across phone, email, SMS and all other media types.

"We have always fought for the right of the consumer to decide if, how and when they want to engage with contact centers", said Michael McKinlay, CEO of Sytel. "This product gives them 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", said McKinlay.

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Global Compliance ensures compliance with do-not-contact requirements from all sources:

 

  • 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.

 

 

  • Do-Not-Call List driven
    Sytel works with internal and external DNC lists at the point of launch to decide whether an outgoing session to a customer is permissible. And 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.

 

 

  • Rules set by authorities
    As well as consumers expressing their own preferences for contact, in many countries, state, government and other authorities specify rules, restricting contact, for example hours during day, or frequency. All such rules can be implemented and are updated in real-time.

 

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

Fabio Santana, IT Superintendent at Flex BPO in Brazil, commented "The depth and reach of Sytel Global Compliance across all media types, and the fact that updates and compliance can both be done in real-time, is exactly what we need to manage our customer contacts responsibly and with assurance. Sytel have set a gold standard for others to follow."

#contactcenterworld, @SytelLtd


About Sytel Limited:
Company LogoSytel 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.
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Today's Tip of the Day - Promoting Your Brand

Read today's tip or listen to it on podcast.

Published: Tuesday, May 26, 2020

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2020 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 
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