20 Years Of Responsible Dialing

April, 2017

Two decades on and Neil Perring still benefits from Sytel's high performance dialer.
“Time flies! It doesn’t feel like 20 years since I was standing in Sytel’s office making the decision to buy their dialer”, recalls Neil Perring.

In 1997, Perring was MD at BPS Teleperformance, a contact center outsourcing company based in Birmingham.

Fast forward twenty years and Perring is now Director at Interact CC Ltd., a BPO that has a network of regional sites providing quality contact service operations to many household brands.

(L-R) Nick Ray, Michael McKinlay and Neil Perring
(L-R) Nick Ray, Michael McKinlay and Neil Perring

Interact CC Ltd‘s technology and services are supplied by Infinity CCS, a European enterprise system integrator and long-standing Sytel partner which has the Sytel dialer at the heart of its product.

Nick Ray, VP of Product and Support at Infinity CCS says, “It is no surprise to me that Neil has continued to rely upon the Sytel dialer at Interact. Anyone who has experienced Sytel’s outbound technology will know it delivers excellent predictive gain with abandoned call rates less than 1%.”

Michael McKinlay, CEO of Sytel commented, “Neil was our first customer and, through different partnerships over the past couple of decades, has been a vocal and enthusiastic user of our dialer. He came to us when we were in start-up mode 20 years ago and was very direct in asking, “Will this work?”. It has worked seamlessly for him throughout. He has been a great standard bearer for our unique ability to deliver excellent performance under compliance.

Thankyou Neil and Nick for being such responsible and great partners.”

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


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


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


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