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Sytel's Predictive Dialer and IVR Available as Part of BroadSoft's Call Center Solution

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October 17, 2011

Sytel's Predictive Dialer and IVR Available as Part of BroadSoft's Call Center Solution

By Rajani Baburajan, TMCnet Contributor

Sytel (News - Alert) Limited, a provider of IP customer contact software and solutions including predictive dialers, today announced the availability of its predictive dialing and IVR component to BroadSoft's (News - Alert) service provider customers as part of the BroadWorks call center portfolio.

"We are excited about the new market opportunity that Sytel's world-leading predictive dialer delivers to our service providers," said David Bukovsky, vice president of products, BroadSoft, in a statement. "Sytel has been delivering hosted dialer solutions since 2002 and we welcome their leadership in our interoperability program."

The Sytel predictive dialer supports preview and progressive dialing, delivers inbound and outbound IVR and scalability to 10,000+ channels, secures multi-tenancy throughout and offers support for both distributed and home workers.

With the addition of Sytel's predictive dialer and IVR components, BroadWorks call center solution can now be seamlessly integrated into all call center environments, whether it be inbound or outbound, company officials said.

Additionally, the solution offers remote management capability, efficient and powerful script generation and faster agent screen popups with the campaign manager data lookup function. With these innovative capabilities, BroadSoft's service provider customers get an outbound predictive dialer solution that matches the flexibility and scalability of their hosted inbound call center offering.

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

Earlier in September, BroadSoft announced enhancements to its call center solution with the use of new pre-configured, scheduled and customizable reports. With these enhancements, the BroadSoft solution provides broader real-time and historical performance metric capture, enabling call center supervisors to optimize their local or global workforce.

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Jamie Epstein

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