TVG Adds Sytel To Its List Of Services

November, 2016

Continued issues with existing contact center technology suppliers have driven TVG to look for an alternative solution.

Telecommunications VG (TVG) has been providing solutions since 1993 to global clients in Mexico and USA, directly supporting more than 8,500 agents. TVG is an Avaya Platinum Business Partner, a Premier Business Partner with CISCO, and the only Oracle Communications certified Hyperconnected Enterprise Partner in Latin America. They have recently successfully migrated several contact centers to SIP with Oracle’s SBCs for several major banks including; Santander, Banorte and Scotiabank.

Continued issues with existing contact center technology suppliers have driven TVG to look for an alternative solution.

Sytel Logo

Gustavo Villarreal, CTO of TVG explains, “We like to go deep with our customers and understand what they need. As clients’ communications operations become increasingly complex and dynamic, the contact center turns into the ball and chain that slow down everything for marketing, support, finance and other areas. It just doesn’t move as fast as the business requires, and its expensive! We love to surprise our customers when we show them ways in which their contact center should be adding value to their company, and that it can be done effectively, in a timely manner and that it is not as complicated as traditional technology vendors have accustomed the market to. Before Sytel, we just saw a lot of opportunity, but no way to fulfil them. Now with Sytel, we are able to break this ball and chain and deliver not only the best technical solution, but also a solution that is simple to budget, straightforward to implement, support, grow, shrink, or anything we may need.”

Sytel was known to TVG because of Sytel’s advisory role to both the FTC Do Not Call Implementation Act and the Ofcom ruling on silent and abandoned calls. “Not only does Sytel provide full compliance capabilities for; PCI, FTC/FCC, TCPA etc. but they also have the most advanced proven dialer in the market, as well as excellent support for all contact center activities,” commented Villarreal. “We are completely confident our customers and TVG will flourish with the Sytel.”

Michael McKinlay, CEO of Sytel says, “We are extremely pleased that TVG has selected Sytel, we look forward to working with this highly skilled, advanced technology partner. Our service features include multi-media, full blending and great reporting. Not only can it run on any hardware but it can be integrated to any database, web service or API. We believe in providing full flexibility, which encompasses licensing and personalised support.”

TVG and Sytel were both invited to present at a User Group conference in Las Vegas in September. Villarreal clearly identified TVG’s reasons for moving to Sytel and introduced McKinlay who directly answered questions from the delegates.

“There was a general feeling of concern and frustration among the delegates in Las Vegas. We understand changes need to be made. Do you persevere with ongoing problems, or do you put your end customers first and consider an alternative solution? We are fully confident that TVG has a first class alternative that customers can smoothly migrate to,” added Villarreal.

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


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


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


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