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) - 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 Platform

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

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • 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

Automated, ‘best available’ decisions to manage agents and balance work load, 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

Collections

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