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.

Ken Brompton, Sales Director, Russia & CIS, Sytel Ltd

Ken Brompton

Sales Director, Russia & CIS

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Ken joined the Sytel team from Invade International in 2007 where he was Business Development Director. Former Sales Director EMEA for Harris Digital Telephones Systems Ltd, Ken joined Harris, February 1996, as the founding Sales Director and over a three year period built the business from scratch to a turnover of over $20mill, selling PABX and Hybrid switches thought Europe, Africa, Middle East and Russia.

Prior to this he held a number of senior management appointments with Plessey and GPT including international sales and as director of procurement for Plessey Telecommunications with responsibility for an annual spend in excess of £500 million. Prior to joining Plessey his background was in electrical engineering.

He has a number of qualifications in both engineering and business studies.

Richard Compton, VP Market Research and Strategic Partnerships, Sytel Ltd

Richard Compton

VP Market Research and Strategic Partnerships

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Richard manages Sytel’s highly successful market research division as well as a number of strategic partnerships. He has over 25 years experience in the telecoms industry, firstly as Sales Director and shareholder at Sotel, where he gained a strong appreciation of what it takes to run a direct sales business. After successfully selling the business to Convergent (later acquired by Azzurri), he served as Senior Development Director, securing contracts with some of Europe’s most successful call centre organisations, including Teleperformance, Virgin Atlantic, Shell, Esso and Vanquis Bank.

Richard’s journey with Sytel started while at Azzurri, incorporating the Sytel dialer algorithm in many of his major dialer projects.

He previously held a job as a flying cowboy (for a wildlife shipping airline), is a keen fisherman and claims his biggest fish was a 300 kilo blue marlin (which he put back!)

Jurgen Hekkink - VP UK and Channels

Jurgen Hekkink

VP UK and Channels

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Jurgen joined Sytel in 2020 with a specific focus to develop new strategic partnerships with service providers and system integrators offering hosted contact center services. He has over 25 years experience in the telecoms business, most recently as Product Director for Enghouse, a cloud-based contact center platform. He has worked with both global carriers and service providers including BT, Orange, Telefonica, ePDLT, TelCel, NTTC and Telus. Previous roles include Solutions Marketing Manager for the UK carrier KCOM and Product Management roles for Siemens Communications.

Originally from Holland, Jurgen has been living in the UK since 2000 with his family. He has a degree in computer engineering and an MBA from the Open University. He loves travelling and speaks English, Dutch and German.

Patrick Bosworth, Pre-Sales Manager, Sytel Ltd

Patrick Bosworth

Pre-Sales Manager

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Patrick spent more than 10 years as an IT Manager in the hospitality industry based in Spain. He successfully consolidated networks and centralised services across Europe with responsibility for a large hospitality organisation. He has run his own advertising company producing tourist information documentaries and managed the leading TV tourist channel in Spain.

Patrick studied Contemporary European Studies at Southampton University. He has travelled extensively and lived in Spain for twelve years and is fluent in English, Spanish and French.

Tom McKinlay, Technical Account Manager, Sytel Ltd

Tom McKinlay

Technical Account 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.

Simon Wilson, Pre-Sales Manager, Sytel Ltd

Simon Wilson

Pre-Sales Manager

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Simon joins the Sytel Pre-Sales team with over 16 years of experience at InVADE, where he was General Manager.

Simon has worked with several major Market Research companies and CATI systems and has a thorough understanding of customers’ needs and performance expectations.

As GM at InVADE Simon set the strategy for the company and delivered steady growth in the client base and increased the global footprint.

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

    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 Media Blending

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

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent 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 dialing 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