How Do You Cope When Everyone Calls At The Same Time?

July, 2017

Avoid giving customers a poor experience, provide them with a soft landing and alternative ways to communicate with you.

It might sound like a dream – everyone wants to call your contact center and place an order, or enquire about its status. In reality, it can be your worst nightmare.

To have all your customers and potential customers make calls to your contact center could easily swamp your agents and inevitably cause major queues with long wait times. The result would be frazzled agents, disgruntled customers and a reputation that nose dives.

Some organisations are quite open about such situations and clearly tell callers that are experiencing high call volumes and the caller should try again later or use alternative methods of communication. Others are far cagier from the start and make it very difficult for customers to call the contact center by deliberately hiding telephone numbers and making alternative routes of contact more obvious and accessible.

Customers have such choice of communication these days and their expectations are continuously getting higher. But equally, you need to stay in business and keep costs under control. Providing and promoting a choice of contact methods that are timely and effective will alleviate the workload. Such alternatives not only complement your agents but can reinforce the positive impression of the organisation.

Providing a soft-landing for customers rather than a hard exit will benefit everyone. A website that clearly lets customers know the best ways to access information is a good place to start. Providing FAQs with concise user-friendly answers enables customers to self-serve information on simple queries. Offering a chat service that utilises an effective chatbot can reduce the load on agents. Likewise, encouraging customers to complete an online form or submit an email that can be passed through a text processing engine will enable it to be answered automatically, or at least route it to the most suitable queue for handling. And whatever methods of communication you offer the customer it is important they are not siloed. If a customer contacts you by chat and subsequently calls in by phone the agent must be able to access the previous communication.

The worst experience for a customer is to be left floundering with no information on how to get help or enter in to communication with you. If that happens you can expect the customer to exit your world slamming the door hard behind them.

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

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers – global service​, with no upfront costs

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    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


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


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


Performance and efficiency for a wide range of business applications

By Business Type


A full featured contact center software solution, designed for optimum performance at scale

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Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

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Connect quickly to well equipped agents

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Best-of-breed predictive dialing with CATI integration

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Maximise agent productivity with best-of-breed predictive dialing


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