Uniquely FLEXIBLE
Cloud Contact Center Software

Multi-Tenant, Cloud Hosted

Multi-Tenant, Cloud Hosted

Dynamic Media Blending

Dynamic Media Blending

Multi-session Desktop For Agents/ Supervisors

Multi-Session Desktop For Agents/ Supervisors

Integrate, Extend, Customise

Integrate, Extend, Customise

Rapid Deployment

Rapid Deployment

Tell Me About Sytel

World leaders in contact center software development for over 25 years

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Pure R&D Software House

Delivering prize winning contact center software since 1994

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Integrator, Reseller & Enterprise Solutions

Add value and deliver CCaaS to your own customers or power your own contact center

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50,000+ Users In 50+ Countries

Serviced by global reseller network

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A Billion Minutes a Month

Now handled by SCC installations around the world

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Continuous Innovation & Development

Our world class development team create the best experience for both agents & customers

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Friendly, Approachable, Supportive

We value ongoing, personal customer relationships

Cloud Contact Center Software - man looking at mobile phone

Tell Me About Sytel Software

Introducing Softdial Contact Center™ (SCC)

Our flagship platform, Softdial Contact Center™ (SCC), is a uniquely flexible contact center software platform, delivering high-performance customer interaction services via public/ private cloud or on-premise.

SCC is:

  • a single, unified platform with central configuration, and a single smooth path to getting help and support
  • modular, allowing users to run the entire suite or swap out components via comprehensive, robust APIs.

It can be extended, modified, adapted and even white labelled to fit any business requirements, supporting from 10 agents to 10,000+ per installation.

SCC is currently driving 50,000+ users in 50+ countries, used by:

  • partners to provide a Contact Center as a Service (CCaaS) to many tenants across the globe from a single cloud installation
  • enterprise end users to manage high volumes of interactions between customers and agents, whether at home, remote, or on-premise

Read on to explore what makes SCC stand out from other contact center software solutions.

Questions? Request a demo? Just talk to us.

Tell Me About The Benefits For Partners

Hosted Contact Center as a Service (CCaaS) platform with the flexibility to add value

Service multiple tenants with a single hosted system
 

Provide CCaaS to multiple tenants

with a single system hosted in the cloud

Low cost per tenant, high margins
 

Low cost per tenant, high margins

opportunity to be competitive, differentiate and add value while remaining independent

Proven on all major cloud providers
 

Proven on all major cloud providers

including Amazon AWS and Microsoft Azure

Best-in-class resource footprint
 

Best-in-class resource footprint

requiring minimal processing power and memory

Integrate with any 3rd party applications/ services
 

Integrate with any 3rd party applications/ services

via comprehensive, mature and robust APIs

Custom fit to any environment
 

Custom fit to any environment

integrate and swap out components using SCC’s API set, as used by our own software

Scale up, adding instant cloud capacity
 

Scale up, adding instant cloud capacity

and scale back as required, paying only for what you use

Deploy new tenants in minutes
 

Deploy new tenants in minutes

on the fly, with no down time, managed from a single interface

Customise, localise, white label
 

Customise, localise, white label

to fit any business needs

Tailor all user interfaces
 

Tailor all user interfaces

create a custom localised, branded desktop environment for each tenant

Tell Me About The Benefits For End Users

Designed to maximise agent performance and increase customer satisfaction

Maximise agent performance

Maximise agent performance

with multiple live sessions of any media type

Keep agents busy

Keep agents busy

switching easily between live sessions, with a consistent experience all across media types

Increase customer satisfaction

Increase customer satisfaction

provide fast, efficient service across all media channels

Connect customer to the most appropriate agent

Connect customer to the most appropriate agent

with access to the right tools, data and contact history

Free up supervisors

Free up supervisors

to concentrate on managing agents, not technology

Automatic ‘best-available’ decisions

Automatic ‘best-available’ decisions

automatic handling of agent blending & dialing rate boosts contact center productivity and reduces human error

Design efficient work flows for agents, IVR and bots

Design efficient work flows for agents, IVR and bots

in minutes with no specialist skills

From the simple to the complex

From the simple to the complex

build in the visual drag-and-drop designer using the extensive component library

Check performance at a glance

Check performance at a glance

with charts, targets, KPIs and reports across all media types

Feed data to external databases

Feed data to external databases

for building custom reports to suit your business, in standard analytics tools

Why Should I Become A Sytel Partner?

At Sytel we value our partners. Simply put, we offer …

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GREAT VALUE - we want you to make money

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GREAT SUPPORT - we want you to succeed

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PERSONALISED SERVICE - via a designated technical manager

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GREAT TECHNOLOGY - we don't just say it, we deliver it

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Sytel has a solid contact center solution and with their open architecture and ease of customisation, Sytel should be seriously considered by organisations wanting a bespoke solution tailored specifically to their needs.

Nerys Corfield, Director, Injection Consulting Ltd.

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Sytel’s automated blending enables the effective balancing of all our inbound and outbound traffic. It allows us to adapt quickly to business needs, managing our resources in the most cost-effective way, and getting the best value from our agents’ time.

Yury Efrosinin, Kelly Operations Director

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Sytel is the quiet power behind much activity in the contact center industry. Most of our customers don’t even know they are running Sytel software as they only see our brand.

Softdial Contact Center is a great platform for us as partners to work with. It offers a complete solution for strong multi-media session management, with unique blending capabilities and extensive options for integrations and customisations.

We have complete confidence in Sytel’s development which is always at the forefront of the industry.

Director, Sytel White Label Partner

Some Of Our Partners And Customers

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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

  • 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

Capabilities

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 Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent 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

Modules

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 dialing 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™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer

Markets

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