Announcing The Sytel AI Dialer

June, 2018

The Sytel AI Dialer takes its machine learning capabilities and hence the dialer performance to a new level.

With immediate effect, Sytel announces the availability of the Sytel AI Dialer. This product is built around a proprietary dialing engine, the Virtual Event Machine (VEM®) that has been optimised for producing best possible predictive dialing results under national compliance regimes globally.

The CEO of Sytel, Michael McKinlay, said “the brute machine learning required for producing optimum predictive dialing under compliance cannot be handled in any other way except using simulation techniques. The journey to a full AI-based product has been a long one and has had some human help on the way to handle the extraordinarily difficult dialing scenarios that arise under compliance, in today’s tough outbound markets”.

“This release allows Sytel to launch two major new features, both, like the Sytel AI Dialer itself, world firsts.

The first is the Dialing Protector which allows customers to generate excellent performance at abandoned call rates as low as 1%.

The second is Multi-Context Dialing, which allows the Sytel AI Dialer to manage a number of different record types, such as callbacks, by running multiple simulations, without compromising performance”, McKinlay said

Commenting on the release, Fethi Madani, CEO of Cloud Control in France said “we have been using the Sytel dialer for over 15 years. It has been simply the best product out there. And we have seen it gradually develop into this AI product cementing Sytel’s leadership role in the predictive dialer market. We are very excited about this new development and will be rolling it out to some thousands of agents as soon as it is released.”

Neil Perring, CEO of Inter-act, whose experience with the Sytel Dialer goes back to the late 90s had this to say about it “The Sytel dialer has given us a strong competitive advantage in the marketplace. Its performance, reliability and adherence to compliance standards are second to none. We look forward very much to implementing the new AI product and continuing our successful relationship with the team at Sytel’

For more information on the Sytel AI Dialer visit our product page. The Sytel AI Dialer is available from release 10.7 onwards of Softdial Softdial Center with immediate effect.

About Sytel

Sytel Limited software solutions connect and manage calls and media sessions, without boundary. Our solutions for carriers, enterprises and cloud/ hosted contact center providers deliver high-volume routing and media processing on a distributed host-based platform, and are driving inbound, outbound and blended telephony, email, SMS, chat and other media channels in over 50 countries.

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About CloudControl

CloudControl has been the leading Cloud Contact Center player in EMEA since 2003. Cloud Control provides hosted contact services within France, the Middle East, Africa and a number of other European countries. More than 500 campaigns are managed daily, more than 1.2 billion calls handled yearly and more than 10,000 agents connected on its Cloud Contact Center platform, which covers the full range of industries and contact center requirements. Cloud Control has offices in France, Tunisia, Morocco and Dubai.

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About Interact

Interact is one of the UK’s fastest growing outsourcing businesses. Founded in 2011 by a team of seasoned contact center professionals, Interact set out to do things differently from the start; to deliver powerful customer conversations with empathetic agents supported by intuitive technology. Today Interact’s 300+ strong team delivers service and sales contact center solutions for big brands including EE, News UK and Paypal.

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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