Sytel has identified two laws of marketing! We can’t be sure but we suspect that most companies fit into one of two camps:
- Closed architecture mode (locked-down!)
If you are a major player in any market – and we do mean major – then our first law of marketing says that you grow as follows:- get yourself a well-recognised brand
- preach the gospel of big brand security
- leverage your brand by marketing related products and services
- make it clear to your customers that they should buy the new products and services you offer, not just because of brand security, but because… well, if you don’t, then things won’t work properly.Point iv. is key, and one that we are all easily seduced by. Your writer speaks as someone who has been rummaging through his local DIY store looking for an “approved part” for his grass trimmer. Non-brand ones look OK and are cheaper, but do I want to take the risk?
- Open architecture mode
If you are not a really major player, then there may be nothing to stop you establishing a good brand name for yourself, but that may not be enough to win over some of the customers you would like to tackle.You have a great product. What do you do? Well our second law of marketing is of course radically different. You still work hard at differentiators that make your product stand out. But instead of excluding other vendors, you welcome them with open arms.Here’s how:
- remember that no vendor can ever hope to provide best of breed for all customer requirements; so be prepared to welcome best of breed partners on board
- provide open application programming interfaces (open APIs); not just one but probably several, to cater for all preferences
- since your product is going to be be integrated with other product, make sure that a support process is defined that makes trouble shooting easy; not just in theory, but in practice
- go out of your way to offer integration help to other vendors, and don’t think you always have to charge for it
Most worthwhile customers are risk-averse. If you can follow guidelines like this and make a virtue of them, you might be pleasantly surprised at the reception you get in the marketplace.
And in doing so, spare a thought for the followers of our first law of marketing! When the accent is on brand management and market control then innovation suffers. And eventually innovation is of course the only thing that matters.
What We Offer
Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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Contact Center Platform – Enterprise
High performance platform to drive contact center productivity – cloud, on-premise or hybrid
Blended Media Desktop
Fully customisable, multi-channel, multi-session workspace
Work Anywhere
Browser-based tools, no software installation required
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 Channels
Voice, chat, email, social, etc – fully integrated and blended
Agent Multi-Tasking
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
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™
Maximum predictive dialing 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™
Automation to optimise any outreach strategy
Softdial Repository™
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Solutions
Performance and efficiency for a wide range of business applications
By Business Type
Enterprise
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
By Industry
Customer Service
Connect quickly to well equipped agents
Market Research
Best-of-breed predictive dialing with CATI integration
Debt Collection
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Healthcare
Secure, highly-configurable multichannel communications for excellence in patient care