About

Pioneering innovative software solutions since 1994

About Sytel

Sytel is a privately-owned and funded software development house, established in 1994, which develops and supplies its flagship contact center platform Softdial Contact Center™ (SCC) via a network of partners, who work with our product in a variety of ways. SCC is currently powering communications in over 50 countries.

From its headquarters in Aylesbury, UK, Sytel is led by founder and CEO Michael McKinlay, alongside a team of contact center industry experts.

Sytel does not rely on venture capital. Because it is free from meeting the quarterly requirements of investors, Sytel has scope to take on, and meet, the big challenges of a rapidly changing industry.

Company history

Sytel Limited was founded in 1994 by CEO Michael McKinlay. He set out, with an elite team of programmers, to craft the world’s best predictive dialer, employing an advanced contact center simulation technique to achieve high performance predictive dialing under compliant conditions. From the 2000s to the present, as an OEM module, the Sytel dialer is driving the outbound solutions of a number of well-known contact center brands.

As an expert in predictive dialing, Michael has given a lead in markets all over the world on responsible dialing practices and has advised and mentored many of the marketing and telecommunications regulators around the world.

As the needs of the contact center broadened, while maintaining its reputation as an OEM supplier, Sytel widened the scope of its flagship product Softdial Contact Center™ (SCC) to include inbound and outbound communications, management and agent applications, and email, chat, SMS, and other media types.

Sytel saw the rise of the cloud SaaS market coming, and re-engineered SCC from the ground up to operate effectively in a distributed, cloud environment, with all modules offering multi-tenant capabilities for hosting partners.

Learn more about the Design and Evolution of SCC >>

Philosophy of software development

Sytel practices proactive development; thinking, planning and acting ahead, reaching well beyond expressed market requirements to think through the next best thing(s), that if realised, will lead to delighted customers. This approach allows our products to be adapted and sometimes reengineered to meet the challenges that we suspect, or know, lie ahead – for instance the rise of SIP-based voice communication, and the hosted/ cloud delivery model.

Key philosophies behind SCC are that it can be extended and adapted to meet a diversity of business needs, and interwork seamlessly with surrounding applications and infrastructures SCC therefore offers:

  • a wide range of configuration and customisation tools
  • a comprehensive set of published APIs.

Sytel aims to hire and retain the most skilled and experienced software developers, working from our UK headquarters, and remotely around the world. Sytel’s research and development teams are highly skilled and with over 180 man years of contact center industry experience between them, are constantly pioneering technically advanced solutions for the contact center environment.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Workforce Management

    Automated, ‘best available’ decisions to manage agents & balance work load, across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Optimised Inbound Routing

    Smart rules and ‘best-available’ decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialer; maximum performance under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app