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 types 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), 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