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

Flexible Contact Center Platform

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

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

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

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

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

All Media Types

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

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

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

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

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

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™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

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

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

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

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

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

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

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

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app