Sytel Limited, a leading supplier of contact centre 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 call centre solutions.”
Sytel welcomed the flood of interest from many potential hosting partners wanting to offer secure, resilient, multi-tenant contact-centre-as-a-service to their customers.
Michael McKinlay continued:
“We are seeing a surge of enquiries from companies wanting to offer hosted best-of- breed software services, either as a stand-alone contact centre 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 call centre 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 centre 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 centre software solutions to organisations in over 35 countries. In the outbound world, its predictive dialler, Softdial Plugin®, is recognised as being the leading dialler for delivering effective performance under compliance with Ofcom regulations. This is at the core of a rounded contact centre product available to end-users or to VARS and integrators wanting to integrate world-class components into their call centre offerings.
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
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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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
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 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
Modules
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
Solutions
Performance and efficiency for a wide range of business applications
By Business Type
Enterprise
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
Healthcare
Secure, highly-configurable multichannel communications for excellence in patient care