Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies
Always Active

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies
Active

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies
Active

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies
Active

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Jose
Manager
X-ON Mining
0
MEMBER
Riska Hamidah
Junior Customer Care Officer
Blibli.com
403
MEMBER
Ellisa Kristiana
Senior Service Development Officer
Blibli.com
279

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

#contactcenterworld

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.

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

About Sytel Limited:
Company LogoSytel Limited develops and supplies Softdial Contact Center™ (SCC) multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment. It brings the same innovation to the multimedia contact center that is used in developing its AI Dialer. All Sytel cloud components are secure, resilient and scale seamlessly from 50 agents to 10,000+, whether local, mobile or remote.
  Company Blog   Company RSS Feed   Company Facebook   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Avoid The “Knee Jerk” Reaction

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

Related Editorial

More Editorial From Sytel Limited

Published: Tuesday, May 26, 2020

Printer Friendly Version Printer friendly version

2023 Buyers Guide
Get Listed
Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.
2.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.
3.) 
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.
4.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.
5.) 
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.
6.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
7.) 
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.
8.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
9.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
10.) 
Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 

About us - in 60 seconds!

Join Our Team

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =