Recently, it was revealed that the predictive dialer powered by Sytel (News - Alert) Limited is now available as part of the newest version of SAP’s Business Communications Management software.There are no implementation requirements with this dialer and all outbound campaign settings such as call abandonment rate and dialing mode will be powered through the SAP (News - Alert) Business Communications Management System Configurator.
With the predictive dialing component in place, contact centers can improve the efficiency of their telemarketing campaigns.
“We are delighted at this major step forward with SAP,” said Michael McKinlay, CEO of Sytel, in a statement.
“We look forward to serving their many customers around the world who want the best in predictive dialing, whilst eliminating silent calls. The predictive gain we offer is second to none and means that payback in a SAP outbound solution can be measured in weeks and months, rather than months and years,” McKinlay added.SAP Business Communications Management is an IP-based, multichannel contact center solution for inbound and outbound customer communications. It helps companies improve customer service and run successful telemarketing and sales programs.
The outbound campaign management tools are complemented with Sytel’s predictive dialer, which connects already answered calls to agents, significantly cutting down unnecessary wait times and enabling agents to spend more time talking to customers.
Back in October 2011, Sytel Limited revealed that its dialing and IVR components are available to BroadSoft’s (News - Alert) service provider customers as part of the BroadWorks Call Center solution.
These new capabilities offer BroadSoft’s service provider customers an outbound solution that matches the flexibility and scalability of their hosted inbound call center offering.
BroadSoft is a global provider of software that enables mobile, fixed-line and cable service providers to deliver real-time communications over their IP networks. It delivers a broad range of unified communications services including video, voice, hosted call center, conferencing, messaging and mobility, for businesses and consumers worldwide.
Edited by Jamie Epstein