Sytel And Teclan Reach Throughout South America With Intelbras

December, 2010

Intelbras, the leading South American manufacturer of telephone handsets and PABX hardware, have released Intelligence Contact Center™ (ICC), a complete inbound /outbound contact center solution driven by Sytel and Teclan technologies.

Intelbras releases Intelligence Contact Center™, a complete solution driven by Sytel technology.

AYLESBURY, UK, and LITLLE ROCK, AR, US: Intelbras, the leading South American manufacturer of telephone handsets and PABX hardware, have released Intelligence Contact Center™ (ICC), a complete inbound /outbound contact center solution driven by Sytel and Teclan technologies.

ICC integrates automated dialing, PABX/ inbound routing functionality, inbound and outbound IVR, digital recording and support for multimedia IP communications including chat, email and SMS, in a single unified environment, and offers both on-premise and hosted models.

Earlier in 2010, Sytel Limited and Brazil-based Teclan announced an integration partnership to offer a complete call center platform throughout South America. With this solution, Sytel software, including their world-leading predictive dialing engine, provides the call and media control core, and Teclan provides specialized agent and management applications and local expertise in the contact center market. The partnership has now been taken a stage further with the signing of the value-added distribution with Intelbras.

Sytel have supplied OEM communications infrastructure software to the contact center industry since 1994 and provide the core call control used by many well-known brands in the contact center industry.

Michael McKinlay, CEO of Sytel, commented “We specialize in this kind of partnership; the marriage of Sytel’s best-of-breed communications infrastructure with a committed and experienced local team; the best in IP contact center functionality with hands-on field expertise – a winning combination for South America.”

Claudio Sa, CEO of Teclan, said that “the partnership with Sytel is a union of expertise from both enterprises, offering the best all-in-one contact center technology to the market”. Talking about the partnership established between Teclan and Intelbras, Sá added “It is an important strategy to reach the market, especially small and medium companies.”

Elcio de Moura, General Manager for Corporate Solutions of Intelbras, added “With the current IP revolution, one of the biggest problems contact centers face is how to update legacy telephony infrastructure. Considering the combination of Sytel/ Teclan contact center solution and the Intelbras portfolio, this partnership offers a unique approach and many advantages to our customers.”

About Sytel

Sytel Limited delivers secure, resilient IP telephony and media infrastructure software for carriers, enterprises and hosted contact centre providers, connecting and managing calls and media sessions, without boundary. Sytel solutions provide high-volume routing and media processing on a distributed host-based platform, and are driving inbound, outbound and blended telephony and other media channels in over 45 countries. Sytel’s toolsets deliver advanced capabilities to subscribers via the web, including scripting of call processing, real-time reporting and configurable dashboards.

About Teclan

Teclan is a Brazilian leader in solutions for the automation of contact center activities, such as dialers, IP PBX, digital recorders and IVR applications. Our products enable our clients, from small businesses to the largest telecom companies in Brazil, to manage their operations with quality and productivity, reducing operational costs and increasing the satisfaction of their customers.

For further information on Teclan:

Tel: +55 48 3239-4500



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 Software

Softdial Contact Center™ – rich functionality, all-in-one, 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

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  • 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


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

Optimise agent usage and balance workloads in real-time without human intervention, 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


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


Performance and efficiency for a wide range of business applications

By Business Type


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

Debt Collection

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing


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