The Challenge of CX

December, 2018

Customers can face challenges when trying to contact you. Let them contact you however they choose and turn their problem in to a great experience.
Your customer has a problem.  This problem will lurk in the depths of their subconscious mind for hours, perhaps even days before it finally goads them into taking action.  And that action is to find some way to get in contact with you.

As problems go, theirs is not the simplest to resolve.  If it were simple your customer would use your online portal.  Instead this is the kind of problem that falls between the cracks of automated customer service.  It is the kind of problem that requires a telephone conversation with someone from your organisation.

While your customer suspects a phone conversation will be required the idea of sitting in a queue waiting for their call to be answered is thoroughly unappealing to them.  So, they send you an email.  The email flows through your system and is automatically distributed to one of your employees – Peter. Peter sees that this problem really needs a phone call to resolve it, so he sends an SMS back to the customer which allows them to schedule a time they would be available to receive a call.  The customer is really grateful for the swift response and much prefers to be called back rather than waiting in a queue.

At the time defined by the customer Peter is freed up so he can call your customer.  The system dials your customer but unfortunately at that time they are on the phone and can’t take the call.  No problem!  15 minutes later the system retries and soon Peter is talking to the customer.

As Peter talks to the customer his computer screen shows him relevant data pulled from the various systems your company uses, which Peter can utilize to get to the heart of the issue more quickly.

However, Peter still needs to check up on things a couple of days later.  An SMS has been scheduled to be sent two days after the phone call to ensure the customer is happy now that the problem has been resolved completely.

Two days later and all is well.  The customer is happy.  So happy in fact that what was once a niggling problem has become a warm, positive feeling about you and your service.  This leads them to want to contact you again to get more of the service that you provide.

So your customer contacts you once more, this time via inbound web chat.  An automated chat responder identifies the customer in your database.  This in turns identifies the specific need they have.  As he has communicated with this customer in the past Peter is identified as the best person for them to speak to.  So, Peter is blended into a chat conversation with the customer.  A combination of Peter´s good relationship with the customer and the fact that his screen is showing him relevant information about the customer means he can easily ensure they get more of what they want.

There is no longer a problem lurking in the back of your customer’s mind.  His good experience has replaced it, with a recommendation.

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

Automated, ‘best available’ decisions to manage agents and balance work load, 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