Teclan Integrates Sytel’s SoftdialContact Center™ To Keep Costs Down

July, 2015

Teclan uses Sytel's contact center software multimedia facilities as a key part of its cost reduction program.

Brazilian contact centre solutions provider, Teclan, has a customer base that covers over 3000 agents utilising a broad range of media channels. Claudio Sa, CEO of Teclan says, “Sytel’s software is helping our customers reduce costs and increase revenues by automating many customer interactions.”

For example, integrating Sytel’s Softdial Contact Center™ (SCC) and IVR with Teclan’s CRM connects end users to automated, easy to follow messages delivered in outbound call campaigns. The end user listens to a message which requests them to choose an option and these responses are automatically noted and stored. Teclan successfully uses this effective method for confirming installation dates for those who have ordered new cable connections. End users who have placed an order receive an automated outbound IVR call asking them to confirm the date is still acceptable, or to request a re-scheduled date. The response is noted and agents only call those who want to re-schedule their appointment. This reduces the cost of agent resources while still accurately capturing end user confirmation before installation work progresses.

Similar low cost campaigns are being run using outbound SMS. Teclan has integrated Sytel’s scripter functions with clients’ SMS platforms. End users receive an SMS message indicating that a change to their mobile contract may prove beneficial to them based on their usage of minutes, texts and data. Those who reply positively to the text are identified as such in the CRM. Campaigns are then created for agents to outbound call those end users and assist them in moving to a better contract. “We are experiencing high success rates in converting customers to better mobile packages on the TIM network; the second largest mobile operator in Brazil”, added Sa.

Michael McKinlay, CEO of Sytel commented, “It’s great news that Teclan is integrating our Sytel software with such positive effect. Reducing costs is important to any organisation, and the way that Teclan is using the multimedia facilities in our product is key to this”.

About Teclan

Teclan is the Brazilian reference in multichannel solutions for unified communication. Through cutting-edge technology and deep expertise in business intelligence, we help our clients to improve quality, productivity and customer experience. With more than 20 years in Brazilian’s marketplace, our solutions and services are focused on improving the resources and collaborating to the business profitability of our customers.

For further information on Teclan:
Tel: +55 48 3239-4500
Web: www.teclan.com

About Sytel

Sytel Limited software solutions connect and manage calls and media sessions, without boundary. Our solutions for cloud contact center providers, premise-based contact centers, carriers and enterprises deliver high-volume routing and media processing on a distributed host-based platform, and are driving inbound, outbound and blended telephony, email, SMS, chat and other media channels in over 50 countries. Sytel’s toolsets deliver advanced capabilities to subscribers via the web, including scripting of call processing, real-time reporting and configurable dashboards.

For further information on Sytel:
Tel: +44 1296 381 200
Email: sales@sytel.com
Web: www.sytel.com

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

  • 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


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


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


Performance and efficiency for a wide range of business applications

By Business Type


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


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