Sytel CEO Named UK Contact Center Industry Champion

June, 2011

Michael McKinlay has been named UK Industry Champion 2011 by ContactCenterWorld, for his work in promoting responsible automated dialing practices.

Michael McKinlay, CEO of Sytel Limited, a global supplier of contact center solutions, has been named UK Industry Champion 2011 by ContactCenterWorld, for his work in promoting responsible automated dialing practices for outbound call centers.

McKinlay has played a key industry role over the past 15 years, in guiding the FTC in the US and Ofcom in the UK in the drafting of regulations, and also in promoting best practice through magazine articles and speaking engagements.

“We at Sytel are delighted to be associated with and honoured by Contact Center World.” said McKinlay. “Proper outbound is worth fighting for, and we have campaigned many years for high standards in outbound calling.”

Raj Wadhwani, President of ContactCenterWorld commented “Our awards are designed to celebrate and encourage best practices throughout the industry. Michael has demonstrated time and again his pioneering commitment to responsible and sustainable outbound and we are delighted to recognize him for his work.”

In both the UK and the US, outbound calling by predictive dialers has come to the attention of the regulators over the issues of silent calls (where there is a delay before an agent becomes available) and abandoned calls (where the call is dropped because no agent is available).

McKinlay commented “In the late 90s outbound dialers were facing extinction due to an over-reaction to customer complaints. I was glad to help both the regulators and the industry consider what was actually achievable and sustainable. Answering machine detection is the next fight. The regulators still need to wake up to the negative impact this has on the outbound market.”

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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.

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Flexible Contact Center Platform

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Contact Center as a Service (CCaaS)

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Blended Media Desktop

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Customise, Localise, White Label

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Integration Via APIs

'Swap out' components and integrate with 3rd party apps

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World Class Development

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All Media Types

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Agent Multi-Tasking

Work with multiple live contact sessions of any media type

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Dynamic Workforce Management

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Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

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Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

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Agent Scripts

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Voice and Screen Recording

See and hear exactly how agents are interacting

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Analytics and Data Feeds

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IVR, Bots & Conversational AI

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Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

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Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

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Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

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Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

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Customer Service

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Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

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Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

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Collections

Automated inbound/ outbound blending integrated with any debt management app