Sytel Launches Global Compliance Solution Related Articles PCI Compliance Best Practices for Call Recording and Transcription Navigating Call Centre Compliance Successfully The Ultimate Guide to PCI Compliance Announcing the Sytel AI Dialler 175 Filed under - Contact Centre News, Sytel Sytel has launched Global Compliance, available immediately, enabling contact centres to manage consumer opt-outs and other no-contact rules across phone, email, SMS and all other media types. Michael McKinlay “We have always fought for the right of the consumer to decide if, how and when they want to engage with contact centres,” 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 centres, 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. Also, the use of sharding techniques allows 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 the 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 centres,” McKinlay added. “The Global Compliance engine carefully manages all contact attempts and retries as if from a single source.” Fabio Santana 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,” concludes Santana. For more information about Sytel, visit www.sytel.com Author: Robyn Coppell Published On: 27th May 2020 - Last modified: 14th Jul 2023 Read more about - Contact Centre News, Sytel Recommended Articles PCI Compliance Best Practices for Call Recording and Transcription Navigating Call Centre Compliance Successfully The Ultimate Guide to PCI Compliance Announcing the Sytel AI Dialler Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter