Real-Time Automation – Intelligence and Impact

How it works, and why you need it

How SRA Makes Decisions

Sytel Real-Time Automation (SRA):

  • deploys agents automatically where they are most needed during a shift, without human involvement
  • balances service levels automatically across all inbound queues, even with agent shortages, call spikes, etc.

In order to perform these optimisations, many real-time decisions must be made…

  • to find the ‘best match’ between customers and agents
  • to take remedial action if, for example, there are spikes in demand for customer contact or agent handle times are longer than expected.

SRA makes judgements moment by moment on agent assignment according to each queue’s current service level and priority settings:

  • If one or more queues are performing below their service level target, agents are automatically reassigned on a ‘worst first’ basis
  • If all queues are performing above their service level target, agents are reassigned as necessary taking each queue’s relative priority setting into account.

Learn more about SRA’s decision-making process in our paper SRA – Balancing Service Levels & Making ‘Best Match’ Decisions. To request the paper, please use the form below.

The Business Case for SRA

A human being can’t ever be as accurate or as quick as an intelligent machine when making real-time contact center resource allocation decisions during the day. The issues which humans struggle with are:

  1. demand fluctuations in incoming sessions, minute by minute
  2. workforce scheduling delivering ‘kind-of-right-but-not-spot-on’ results
  3. unpredictable events. For example, product recalls, media activity creating unexpected loads, failures in services driving contact center load and so on.

Unique in the industry, SRA avoids the need for any supervisor intervention in the first two cases.

The third issue here is significant unplanned demand. When this situation occurs, SRA mitigates demand more effectively and quickly than through human intervention, and also gives earliest-possible warning of problem situations, allowing intervention to take place quickly and proportionately.

Across these three issues, in a well-managed inbound contact center where projected workloads are planned for, SRA will reduce all supervisor interventions in managing queues by at least 90%.

Real-Time Automation – Intelligence and Impact - cut supervisor interventions down by at least 90%

Learn more about how SRA handles some of the key challenges that contact centers face in our paper SRA – The Business Case. To request the paper, please use the form below.

To see SRA in action, watch the video simulations >>

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