Technical Support – Can You Help Me?

November, 2010

When contact center software and hardware fails, what level of technical support and customer service do you expect?

This month we look at the level of product technical support you should expect from your supplier.

It is a fact of life that contact center software and hardware sometimes fails. Why? Because new software is installed that isn’t fully compatible with some third party product, environments change, networks lose connectivity, hardware breaks, and so on. Arrangements can be made to mitigate the effects of this through resilient software and comprehensive redundancy, but even then unforeseen issues can occur and when they do, you might need to contact someone who can help with your problem.

Imagine if you were then told “Sorry, but your support contract does not include immediate assistance. We will get back to you in a week.” Aaargh!

At Sytel, we believe that first class customer service should be available to all our customers and then priority should be given according to the severity of the issue.

Consider Rolls Royce and their airplane engines, for example. They offer the Engine Condition Monitoring service, monitoring engine performance in flight, and recommending preventative maintenance actions if it deteriorates.

If you are a frequent flyer, this should be of comfort to you! The issue of engine failure can be a matter of life or death, so it is very reasonable and perhaps necessary to provide this level of preventative care.

Although some might argue that call center operations are life or death, too, there are really only a few operations for which this is true. For instance, if your call center provides cover for emergency services, you need to be up and running 24 hours a day and therefore need 24/7 support. A lack of appropriate provision might well mean life or death.

But for most contact center software users, downtime during a shift means either lost revenue, or wasted agent wages, or both. Therefore a level of care should be offered that recognizes the commercial impact of this downtime.

For ‘system down’ situations, at Sytel we always strive to respond immediately, no matter what time zone, system/ customer location or type of operation. In all other cases, we believe that there is a minimum level of response that all contact center software vendors should offer and that is the policy we have been following at Sytel for many years – namely to respond to all support issues within one hour.

Regardless of what the issue is, our belief is that if customer or partner is going to entrust you with their business, then they deserve to be supported in this way. It doesn’t always mean that there is an immediate answer to the issue in hand but, if not it lets the customer know that you are alert to their questions and concerns and will provide a timely response.

If you are a customer who doesn’t get timely responses to your issues and questions, then in today’s demanding business climate don’t be scared to ask for more.

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

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • 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


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

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


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