Use Of Dialers Around The World

May, 2016

On a recent world tour we had a chance to see how different countries have been coping with changing trends.

In 2013 we wrote a trio of blogs looking at the impact of bad outbound practices on world markets. On a recent world tour we had a chance to see how different countries have been coping with the trends we discussed.

The most obvious and perhaps predictable finding is that consumers increasingly shy away from receiving cold calls. And the technology to do this is getting more sophisticated. In Hong Kong for example, if you receive an unwanted call, you can easily upload it to a cloud service that broadcasts to other subscribers, who may then choose to apply automatic blocking to it. And call centers are banned from buying telemarketing lists.

So not surprisingly, call centers are increasingly restricted to dialing just the people they know. Since smartphones take the vast bulk of calls, the trick here is to ensure that your customers have got your details stored in their Contacts, so they can be encouraged to pick up. Or, as suggested in our September 2013 blogs, publicise your CLI so if you want to call people who aren’t your customers, there is a chance that they will pick up, if they see your brand as good. Hong Kong has moved a long way in a few years and is a good example to other countries around the world.

And on the US. The home of outbound dialing especially predictive. Fighting our way through the maze of new rules at both State and Federal levels, three things stand out for us:

Firstly, no more dialing of mobiles with sophisticated technology. This ruling has gone further than it need and has got some call centers scrambling for rotary phones!

Secondly, some states are bringing in restrictions, especially for collections on how often numbers can be dialled in a given time period.

And thirdly, and a bit to our surprise, many companies who operate outside the predictive dialing rules net, for example market research and collections, are having a rethink about how they dial and beginning to adopt compliant dialing strategies.

These last two points mean just one thing; for campaigns which continue to be dialed predictively, having a well-designed dialer is essential. Legacy dialers, open source dialers and cloud dialers that were designed in an afternoon should all beware. The demand for responsible and effective dialing in the US by call centers may become widespread.

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