Sytel Bucks The Trend, Posting 30% Growth In Revenue

July, 2009

Sytel Limited today announced substantial year-end growth, bucking the trend of the times.

Sytel Limited, a global supplier of hosted and on-premise IP contact center solutions, today announced substantial year-end growth, bucking the trend of the times.

“In the year to March 2009, Sytel’s revenues rose by 30%,” said Michael McKinlay, Managing Director of Sytel Limited “and we are looking for similar growth this year.”

McKinlay attributes the growth Sytel is experiencing to three important factors.

“Firstly, innovation. In recessionary times the pace of innovation doesn’t slow. If anything, it increases as call centers look for new ways of doing business and staying competitive. The challenge for our world-class development team is not just to innovate in response, but to anticipate the needs of the market. So for example we have made big investments in our hosted systems in the past five years, making them multi-tenant throughout, VoIP-enabled, highly scalable and with instant failover. But this investment hasn’t been at the expense of sitebased systems which remain a core part of our business.

“The second factor is the support we give our customers. Our product is used in over 40 countries around the world – but it doesn’t matter where our customers are, if they tell us they need help – of any kind – then we have a standard response time everywhere of one hour. Not weeks and not days; one hour. Our philosophy is straight forward: our customers fund our business and deserve to be treated with respect and professionalism.

“The third factor is the quality of our people. We hire the best and then keep them. That means continuity in all we do. And keeping know-how inhouse means that we, and our customers, aren’t shackled to legacy systems that can’t respond to today’s and tomorrow’s needs.”

About Sytel

Sytel Limited delivers secure, resilient IP telephony infrastructure software for carriers, enterprises and hosted contact center 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 40 countries. Their toolset delivers advanced capabilities to subscribers via the web, including scripting of call processing, real-time reporting and configurable dashboards.

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

    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


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