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.

In any case 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 his 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), 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

  • 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


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


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


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