Park Group (UK) – Predictive Dialler with Integrated Agent Scripts

Industry: Finance
Park Group called in Sytel to install a predictive dialler at short notice to help them expand their business and re-establish consumer confidence in this market.

About The Park Group

The Park Group on the Wirral have been the UK’s leading supplier of gift voucher, hamper and hospitality products for some years. Recently the industry suffered a setback as one of its competitors went bankrupt leaving many suppliers and customers with little to show for their investment. In response Park Group decided to seek major market growth again and called in Sytel to install a dialler at short notice to help them expand their business and re-establish consumer confidence in this market.

The Park Group logo

The Sytel solution

As Michael McKinlay, Managing Director at Sytel explains

“In late summer of 2007 we were given a go live date of 1 October. We had to install and commission a predictive dialler, train Park’s people and help them write some particularly challenging scripts, using our new web-based scripter product. We like this kind of challenge and assigned an experienced project manager to pull everything together.”

IT Director of Park Group, Steve Lock said

“We were delighted with the knowledge and support Sytel brought to the project. Much of our business in this market comes in the fourth quarter and it was vital that Sytel could help us contact all our customers and prospects in time to deliver product for Xmas and for them to save for the following Xmas. Sytel met our tight go live date and that meant we were able to so, and handle the rush. The reaction from our customers and prospects has been very encouraging with new orders significantly up when compared with the previous year and we exceeded our targets.


Sytel have played a major part in this recovery.


One reason for choosing Sytel was their web-based scripter which allowed us to prototype and change scripts for our agents very quickly. Change is a constant in our business and as we talked to our customers and learnt their latest requirements, we were able to build this knowledge immediately into our scripts to help better address our business. Don’t believe it when people tell you that scripts don’t matter! They do and we couldn’t have made the business gains we did without this ability to respond immediately to our customers’ needs. One aspect of the solution that we really appreciated was the fantastic performance we got from the dialler in the industry, which enforced the regulations laid down by Ofcom without any intervention being required from us.”

About Sytel

Based in the UK, Sytel Limited provides call centre solutions to organisations in over 30 countries. In the outbound world, its predictive dialler, Softdial Plugin, is recognised 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), 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

  • Contact Center as a Service (CCaaS)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • 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 Workforce Management

    Automated, ‘best available’ decisions to manage agents & balance work load, across all media types

  • 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


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 dialer; maximum 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

  • 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