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Get help, advice and training from Sytel Support

About Sytel Support

Regardless of how you work with Sytel, you will enjoy the highest levels of support available in the contact center industry.

Because our products are used in a mission critical environment where any downtime can mean lost revenue, profit and contact opportunities, we place great emphasis on maximising product reliability and resilience.

If you are integrating one or more Sytel products into an existing or new configuration, we will help you design and implement your solution taking account of stability and resilience issues to maximise uptime.

But when disaster does strike, whether that’s due to telecoms, networking, database or other environmental problems, our highly experienced team of systems engineers will quickly diagnose what’s wrong and help you to get back in business with minimal disruption and cost – wherever you are in the world, whenever you call.

If you prefer to have control of your own on site or remote support capabilities, our modular, hands-on training programmes, comprehensive online documentation and adaptable support tools are available to you, with backup from our remote team of experts always on hand should you need it.

How we can help you:

 

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Pre-sales support

We help you define your requirements and specify your solution
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Installation support

On site or remote support to help you get up and running fast
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Remote support

Experienced engineers on call 24 hours / 365 days a year
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Online documentation

Easily accessible, up to date, comprehensive information on all products
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Training courses

Hands on user and engineering courses held at Sytel’s offices or at your location
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Support tools

Analytical and diagnostic tools that can be adapted to suit your specific requirements
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Comprehensive/ flexible cover

Full 24/365 cover or tune your support package to your own needs
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Support bulletin

Advance notification of updates and next version new features

Training

Comprehensive, hands-on training on the integration, deployment and use of all Sytel products is provided by experienced Sytel engineers, either at Sytel’s headquarters in Aylesbury, UK, at a location of your choice, or online.

As well as standard courses in Softdial Contact Center™ (SCC), we offer a range of training courses and updates to suit your specific requirements.

Courses are run regularly, but they are often quickly over subscribed as we carefully limit the number of delegates on each course to ensure they are as effective as possible. We recommend that you plan your training well in advance of deployment.

If you are an existing Sytel partner or a potential user of SCC and would like to see a typical course synopsis, email us, providing your name and company details along with any questions and details of specific requirements you might have.

Documentation

At Sytel we have always been passionate about our product documentation. This is a legacy of our early years, working primarily with integrators for whom detailed and accurate documentation was critical to their, and our, success.

Today we place as much emphasis on our documentation as ever, because we know that in a mission critical industry where waiting around for answers is not an option, accurate and accessible documentation is the most efficient way to provide responsive support on a global basis.

Keeping our documentation current is a priority at Sytel. We understand that inaccurate information can be more frustrating than no information. Whenever possible we apply the principle of deriving all support and sales information from a single documentation source throughout the company in order to eliminate the chaos that otherwise so often takes over.

Mistakes are rare but whenever we find, or are told of an error in our documentation, it is updated within just hours.

Sytel’s help documentation is web based and a snapshot of the documentation is included with our software installation as a backup for the occasional times when internet access is not available.

And in the unlikely event that the answers you require cannot be found in our documentation, just email or call our support team who will be on hand to help you.

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 Platform

Softdial Contact Center™ - tightly integrated modules, 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

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 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

Automated, ‘best available’ decisions to manage agents and balance work load, 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

Modules

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

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

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

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care