Hosted Call Center Featured Article

Sytel Announces Availability of It Dialing and IVR Components for Service Provider Customers of BroadSoft

By Calvin Azuri
TMCnet Contributor

Sytel (News - Alert) Limited, provider of IP telephony and media infrastructure software for carriers, enterprises and hosted contact center providers, has announced the availability of its dialing and IVR components for service provider clients of BroadSoft (News - Alert), provider of residential and business Voice over IP (VoIP) applications. The Sytel solution will be provided to service provider customers via the BroadWorks Call Center solution. Service provider customers of BroadSoft will now benefit from an outbound solution that is on par with their hosted inbound call center solution with respect to flexibility and scalability.

The inclusion of Sytel dialing and IVR components into the BroadWorks Call Center solution will enable support for both inbound and outbound call center environments. The provision of a blended agent connector within the solution makes it easy for a BroadWorks based agent to manage inbound automatic call distribution (ACD) calls over BroadWorks as well as calls that are made by the Sytel dialer. So the agent finds it easy to manage not only inbound and outbound calls but can also easy navigate back to inbound calls.  

In a release, David Bukovsky, Vice President Products, BroadSoft, said, "We are excited about the new market opportunity that Sytel's world-leading predictive dialler delivers to our service providers. Sytel has been delivering hosted dialler solutions since 2002 and we welcome their leadership in our interoperability program."

The Sytel solution has been designed to provide support for predictive, preview and progressive dialling and for inbound and outbound IVR systems. The solution can be easily scaled up to include 10,000+ channels and offers complete and secure multi-tenancy as well as support for distributed and home workers. Furthermore, the solution offers customers with a remote management capability and supports optimized and robust script generation in addition to fast agent screen pop via the Campaign Manager data lookup.

Michael McKinlay, CEO of Sytel, said, "Sytel's predictive dialler is at the core of many well-known call center products. We are respected as an authority on responsible predictive dialling and have led the world on performance under compliant dialling conditions. We take pride in our partnership with BroadSoft to provide dialling and IVR components through BroadWorks to service providers."