Intelbras (Brazil) – IVR Feeding Intelligent Inbound Routing

Industry: Electronics Manufacturer
Sytel's Interactive Voice Response (IVR) phone system allow Intelbras to significantly grow their call center business.

About Intelbras

Intelbras is a famous Brazilian retailer that specialises in the markets of security, network and telecommunication industries. Founded in 1976, Intelbras’ products are sold in over 20 countries worldwide. Intelbras has one of the largest private R&D centers in Latin America and more than 400 technical support staff in Brazil, supporting their products in different ways.

intelbras logo

The Sytel solution

Intelbras uses Sytel’s Softdial Scripter™ in AI mode to capture information from an inbound call about customers’ requirements before handing over to a call center agent who can intelligently respond. Intelbras has a large inbound customer support call center to support the great variety of products in its portfolio.

Specialized customer service call center teams give support to each product segment, all making use of the intelligent routing supplied by Sytel’s Softdial Scripter™ to get calls channelled to the right agent.

The Interactive Voice Response (IVR) software interviews the customer to obtain their ID and, through an integration with the CRM system, identifies the priority level of the customer. This in turn determines which inbound queue the call should go to. The customer chooses the product department where he needs support and is transferred to the best team and customer service representative (CSR) based on their priority level and service needs. If the customer makes a second call to the support center within a preconfigured interval, the IVR application identifies which CSR agent performed the previous service. If that agent is available, the call is forwarded to them.

For customers who only wish to know the location of technical assistance support, the IVR solution offers the option of consulting workshops close to the zip code that the customer provides.

When the call is passed to the agent, the script on the agent’s screen contains full details of what the customer is looking for so there is no need for the customer to repeat this information to the agent. The CRM integration also provides a full call history, making the agent’s job that much easier.

The result

Rogerio Rocha Couto, Intelbras’ Head of Nationwide Support said

“Intelbras are delighted with Sytel’s solution and its IVR technology. The Sytel solution matches our requirements exactly and more importantly, Sytel’s commitment to innovation in customer service, using AI drivers, is allowing us to significantly grow our business.”

Michael McKinlay, CEO of Sytel commented

“This is a great example of a joined-up journey; no repetition of key information and full access to all current and historical information relating to the customer. We are very proud to have helped Intelbras create this solution using our software.”

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