Sytel In The Cloud Breaks 50% Revenue Threshold

April, 2011

Sytel Limited reports that revenue from its hosted call center solutions in the cloud now represents more than 50% of total revenues.

Sytel Limited reports that revenue from its hosted call center solutions in the cloud now represents more than 50% of total revenues.

AYLESBURY, UK, and LITTLE ROCK, AR, US: Sytel Limited, a global supplier of IP customer contact software and solutions, reports in its year-end results for year ending March 2011 that, for the first time, revenue from its hosted call center and cloud software-as-a-service (SaaS) installations exceeds that of premise-based installations.

Sytel CEO Michael McKinlay commented “Sytel are leading the way in the UK and in other countries for call center SaaS and hosted cloud computing. The economic climate has driven end-users to minimise capital expenditure as much as possible to protect their bottom line. SaaS cloud software provides them with better functionality than they previously had with purchased onsite systems, with no upfront risk. And providers and users of Sytel cloud technology, enterprises and outsourcers alike, benefit from our flexible pay-as-you-go options, including monthly rental and peak agent usage. The case for software services in the cloud could not be stronger!

McKinlay added “Our continuous investment in development has put us at the forefront of the current trend toward hosted services in the cloud. Sytel are known for being a leadingedge technology development house, and for the past 8 years, our core development has been in engineering the reliability, scalability and security our hosted end-users demand.

As a result of this trend, we are expecting our call center software services in the cloud to reach 75% of our total business within 2 years. A significant proportion of this will be in the US through cloud technology partners such as inContact.”

Sytel currently delivers SaaS cloud services to users around the world, including the UK, North America, North Africa, India and Brazil.

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