Provider (Brazil) – Outstanding Performance under Compliance

Industry: Collections
Brazil’s strong domestic market has produced more in-house contact center agent positions that anywhere else in Latin America. Provider Group employs over 950 agents and is one of the region’s largest contact centers, primarily servicing the collections industry.

About Brazil’s contact center industry

Brazil’s strong domestic market has produced more in-house contact center agent positions that anywhere else in Latin America. Brazil is joining the global expansion of the contact centre industry with the number of contact center agents located in Brazil expected to rise significantly over the next couple of years.

About Grupo Provider

Provider Group is one example of Brazil’s thriving contact center industry. Based in Recife, in the state of Pernambuco, north west Brazil, Provider employs over 950 agents and is one of the region’s largest contact centers, primarily servicing the collections industry. Under increasing demand from its clients to meet stringent productivity targets, Provider turned to Teclan, one of Brazil’s leading vendors of contact center solutions, to help them implement a cost effective, scalable system that would boost productivity without compromising performance.

Grupo Provider logo

About Teclan

Founded in 1991, Teclan develops CTI solutions for the contact center market. At the core of its solution is the Softdial Plugin® dialer application. Designed by UK based Sytel Limited, Softdial Plugin is developed using a highly sophisticated simulator known as the Virtual Event Machine® (VEM). Capable of running in excess of 10 million calls per second, Softdial Plugin is aimed at software houses, switch vendors and systems integrators who have a specific requirement for a predictive dialer that offers outstanding performance under compliant rules.

Teclan logo

The results

Commenting, Provider’s CEO Jose Aloysio Martins Accioly said

“The Brazilian contact center market is beginning to adopt globally recognized industry standards and our clients are stipulating that we migrate to predictive dialing as the best practice for ensuring that we utilize our agent groups to the best of their ability.”

As Michael McKinlay, managing director at Sytel explains

“Brazil is a new market for us and we are delighted to have the opportunity to work with Teclan and their clients. As more and more centers realise the performance benefits of compliant dialing, so Softdial Plugin is becoming the de-facto hub in a growing number of contact solutions around the world.”

About Sytel

Based in the UK, Sytel Limited provides call center solutions to organizations in over 30 countries. In the outbound world, its predictive dialer, Softdial Plugin, is recognized as being the leading dialer for delivering effective performance under compliance. Sytel has campaigned in all major markets for responsible rules for predictive dialers and acts as adviser on dialer 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