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 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), 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

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

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

World Class Development

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

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

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

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

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™

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™

Comprehensive data output to build your own reports

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

Sytel Global Compliance™

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

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app