Our People

Talented, experienced and dedicated – introducing the Sytel team

Led by founder and CEO, Michael McKinlay, we employ only the most talented and committed people. We share a collective passion for delivering excellence and enjoy a challenging, yet rewarding work ethic.

Our 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. Some of our key people are profiled below.

Michael McKinlay, Chief Executive Officer, Sytel Ltd

Michael McKinlay

Chief Executive Officer

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Michael is the founder and CEO of Sytel Limited. He provided the vision and design that led to Sytel’s world-beating outbound dialing algorithms. He is highly regarded for the lead he has given in markets all over the world on responsible dialing practices and is an advisor and mentor to many of the marketing and telecommunications regulators around the world.

Originally from New Zealand, Michael spent his early computing years in IBM and Fujitsu where he held a number of senior management positions in sales and company acquisitions, both in the UK and North America.

He is a graduate in Mathematics and Economics from Victoria University, Wellington

Garry Pearson, Chief Technical Officer, Sytel Ltd

Garry Pearson

Chief Technical Officer
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Garry Pearson has served as Sytel’s CTO for over a decade. Like many of Sytel’s technical staff, Garry was a self-taught schoolboy programmer weaned on a diet of Z80 and 6502 assembler. His professional career as a software developer spans 2 decades; initial work on compilers, development tools and RDBMS technology led him into the call center and telecommunications industry in the early 1990s. During the ’90s Garry led the R&D team at Tele-Connect Systems.

Since joining Sytel, Garry has led the development effort to take Sytel from being a dialer specialist to becoming a world leader in the arena of hosted call center telecommunications and multimedia services.

Garry is also providing the technical lead for the Network AMD Working Party. This group comprises many outbound telephony industry stakeholders, looking into setting standards for networks to provide instantly recognisable tones, so that automatic answering machine detection (AMD) can be made 100% reliable.

Eduardo Miller, Director of Development, Sytel Ltd

Eduardo Miller

Director of Development

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Eduardo joins Sytel from Brazil where he spent 12 years with one of Sytel’s partners, Teclan. While at Teclan, Eduardo worked in Development, Support and Innovation and has an in-depth knowledge of all the Sytel components and upgraded Teclan from a virtual contact center platform to a cloud based omni platform.

Eduardo has a BSc in Computer Science and Postgraduate certificate in Software Engineering and has also lectured Computer Science at the SENAI University at Florianopolis.

He is fluent in both English and Portuguese.

Dave Nicholls - Presales Manager - Sytel Ltd

Dave Nicholls

Pre-Sales Manager

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Dave has over 30 years experience in the telecoms industry, including over 25 years with predictive diallers.

Dave has held management positions covering software development, deployment, training and support. As an independent consultant he worked worldwide helping suppliers and users design and deploy solutions.

Dave was also closely involved in the creation of dialling guidelines for the UK Direct Marketing Association, which were later incorporated into Ofcom’s dialling policies.

Outside of work Dave serves on his village Parish Council and enjoys using his eBike to overtake proper cyclists on hills…

Tom McKinlay, Technical Account Manager, Sytel Ltd

Tom McKinlay

Pre-Sales Manager

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Tom is a highly experienced member of the Sytel team; who has spent a substantial amount of time in various technical roles. He has extensive knowledge of the Sytel platform and focuses on getting customer projects successfully up and running in North & Latin America, UK, South East Asia, Australasia, Middle East and Russia.

Tom has traveled extensively and is a budding chef in his spare time.

Jamie Stewart, Marketing Manager, Sytel Ltd

Jamie Stewart

Marketing Manager

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Jamie has had a colourful career, spending the 80s playing bass and seeing the world with a successful rock band. He joined Sytel in 1998 and has worn a number of technical and design hats since then.

The promotional instincts that he developed in the music industry are being put to excellent use in his role as Marketing Manager.

Sampath Wijesinghe, Deployment Manager, Sytel Ltd

Sampath Wijesinghe

Deployment Manager

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Sampath has over 20 years of experience in the IT industry having started in development for a leading IBM partner in the finance sector in Sri Lanka working on IMAS ERP. As part of the management team at the Singer Corporation in the mid 90’s he successfully designed and implemented the then largest network in Sri Lanka. Sampath was critical in the later migration from the bespoke ERP system to IFS; taking responsibility for specification of the finance modules, implementing parallel running, training staff on new applications and providing approval sign-off.

Prior to joining Sytel, Sampath developed UK service and field applications.

Sampath has studied Computing and Business and has also lectured at the National Institute of Business Management in Colombo.

Andrew Sobolewski, Support Manager, Sytel Ltd

Andrew Sobolewski

Support Manager

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Andrew joined Sytel as a graduate from Military University of Technology in Warsaw where he obtained an MSE in Computer Science. While at University he gained testing experience at Microsoft and also migrated, developed and maintained an internal CRM system used by the service division of retail and banking systems.

Andrew is fluent in English and Polish and also speaks Russian to a confident level. Apart from running and swimming he also plays volleyball for a local club.

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 channels

All Media Channels

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Dynamic Workforce Management

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

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