Sytel Demonstrates Hosted-Ready IP Services At UK Trade Shows

November, 2008

Sytel Limited demonstrated live IP-only inbound call sessions using SIP phones in its first appearance at two UK trade shows.
Sytel Limited, a leading supplier of contact center and enterprise software solutions, has exhibited for the first time at two UK trade shows:
  • Call Centre Expo – Birmingham – Sep 08
  • IP’08 – London – Oct 08

Sytel Managing Director Michael McKinlay commented: “It’s time to stop hiding in the wings and come to stage-front as a leading global supplier of hosted-ready IP contact solutions.”

Sytel welcomed the flood of interest from many potential hosting partners wanting to offer secure, resilient, multi-tenant call management software as a service to their customers.

Michael McKinlay continued:

“We are seeing a surge of enquiries from companies wanting to offer hosted bestof- breed software services, either as a stand-alone contact center platform or to add value to a wider portfolio of services. As the market moves toward broad acceptance and take-up of IP converged services, end-users are recognising the business benefits of buying hosted services – lower start-up costs, lower IT costs as data and telephony converge at the browser, the enabling of remote knowledge workers, etc.

Our increased presence at these shows is in part to address the needs of this marketplace, but also to reflect a continued expansion at Sytel in both services offered and market penetration achieved.”

On their stands, Sytel demonstrated live IP-only inbound call sessions using SIP phones, and including Sytel’s next-generation IVR and scripting platform which delivers data-integrated scripts direct to a browser. Visitors warmly welcomed Sytel’s ‘Follow-Me’ data-handling technology which enables the transfer of data from one agent screen to another.

Also, in the technical presentation theatre, it was standing room only as Sytel delivered a presentation on their IP contact center solution. Sytel Services Manager, Sunil Oberoi, explained some of the top features, gave a live IP demonstration and answered a hail of questions before a packed house.

Based in the UK, Sytel Limited provides enterprise and contact center software solutions to organisations in over 35 countries. In the outbound world, its predictive dialer, Softdial Plugin®, is recognised as being the leading dialer for delivering effective performance under compliance. This is at the core of a rounded contact center product available to end-users or to VARS and integrators wanting to integrate world-class components into their call center offerings.

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