Infinity CCS (UK) – Integration with Third-Party System

Industry: Outsourcing
Sytel were invited to join Infinity Contact Centre Software Limited, the IT development arm of the Teleperformance Group and a developer of the Infinity suite of software, a leading contact centre management application used in some of the most demanding, outsourced environments in the world.


As the call centre industry shifts up yet another gear to cope with the increase in calling regulations, so too comes the demand for robust, reliable diallers, capable of handling complex campaigns that perform effectively, when working to low targets for abandoned calls.

Designed by Sytel Limited, the Sytel AI Dialer™ is installed in call centres around the world. Developed using a highly sophisticated simulator known as the Virtual Event Machine® (VEM) and capable of running in excess of 10 million calls per second, Sytel AI Dialer is aimed at software houses, switch vendors and systems integrators, who have a requirement for a predictive dialler that offers outstanding performance under compliant rules.

About Infinity

Sytel were invited to join Infinity Contact Centre Software Limited, the IT development arm of the Teleperformance Group and a developer of the Infinity suite of software, a leading contact centre management application used in some of the most demanding, outsourced environments in the world. Core to the development of the Infinity application for outbound use is the Sytel Softdial Plugin® predictive dialler (now the Sytel AI Dialer™).

Infinity Logo

The results

Michael McKinlay, managing director at Sytel said

“We are the ‘secret agent’ in many call centre solutions around the world. The Teleperformance Group was the first customer to use our dialler some ten years ago and we are delighted that their continuing success with it has led to their IT arm, Infinity Contact Centre Software Limited, actively selling it across the Teleperformance Group.”

Nick Ray, director at Infinity Contact Centre Software Limited in the UK added

“We have worked exclusively with call centres for the over 10 years, providing solutions to meet their business needs. The combination of our Infinity solution, combined with Sytel’s dialler is, in our view, an unbeatable offering for outbound call centres.”

Lucio Appolonj, CEO at Teleperformance Italy, a leading user of the combined product, explained

“An outsourced environment is one of the most demanding for contact centre and CRM software. Not only do we need to set up and run many projects, we also need to be able to analyse results and return on investment in real-time. Infinity has become the lynchpin of our operation and in combination with Sytel’s dialler, has delivered well beyond our expectations.”

About Sytel

Based in the UK, Sytel Limited provides call center solutions to organisations in over 30 countries. In the outbound world, its predictive dialler, Softdial Plugin, is recognized as being the leading dialler for delivering effective performance under compliance. Sytel has campaigned in all major markets for responsible rules for predictive diallers and acts as adviser on dialler regulations to many national marketing and government bodies around the world.

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