Webhelp SNT (Netherlands) – Hosted Deployment Serving Multiple Sites

Industry: Outsourcing
Webhelp SNT turned to UK based Sytel Limited in partnership with Dutch based TietoEnator to deliver a contact center solution.

About Webhelp SNT

Webhelp SNT is one of the largest call center operations in the Netherlands, specialising in the handling of multi-channel customer contacts and has recently been awarded a COPC (Customer Operations Performance Centre) certificate, a worldwide standard for customer contact centers. Working for a variety of large corporates, including telecom and service providers, SNT customer contacts are handled in an integrated way by telephone, email or internet, 24 hours a day, 365 days a year. With six locations in the Netherlands and Belgium, the company employs over 2,500 agents.

Webhelp SNT logo

The requirement

Webhelp SNT have ambitious plans to offer their clients leading-edge technology, to help them develop and maintain high levels of customer service. Their priority is that the company’s networks and workstations will have a standardised, new technological environment and be fully web and IP based with the objective of functioning as one centralised platform. In order to meet these exacting requirements and reap the benefits, Webhelp SNT turned to UK based Sytel Limited in partnership with Dutch based TietoEnator to deliver a solution.

TietoEnator’s managing director, Bjorn de Hoon explained

“We choose to work with Sytel because we regard their predictive dialer, Softdial Plugin® to be the only solution to efficient dialing under compliance. The dialer has benefited many of our clients with the scalability, multi-tenancy capability and ease of integration with any CRM or Telco environment, all of which are paramount in providing ASP and larger call centers with discreet, partitioned services.”

Sytel’s Softdial Plugin takes account of all campaigns and dialing parameters and is able to constantly adjust its dialing speeds to match changes in the campaign conditions, together with providing the lowest possible waiting time given the user’s objectives on abandoned calls. Ever since 1999, Softdial Plugin® has delivered the ultimate in predictive performance, with a consistent abandon rate of 3% as recommended by Ofcom in the UK and the Federal Communications Commission in the US.

Michael McKinlay, managing director at Sytel, commented

“We continue to push for industry wide adherence to predictive dialing compliance legislation. As a company we are committed to supplying our customer with dialers that offer high levels of performance under compliance.”

The result

Webhelp SNT are now enjoying the benefits of the new system. The central database uploading and the flexible scripting options are hugely successful and they have been able to execute complex campaigns for clients that they otherwise would not have been able to handle.

The inbound modules are integrated with the other systems and new business intelligence functionality has been added. It is from this centralised platform that Webhelp SNT are able to operate both inbound and outbound from all sites as if it were a virtual contact center.

Ankie Straathof of Webhelp SNT commented

“The platform was immediately embraced by the Team Managers and the other people involved. People came to ask of their own accord whether they could work with the system.”

About Sytel

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