Privacy Policy

Sytel Limited – Privacy Policy

This privacy policy was updated in May 2018 to reflect the changes introduced as a result of the General Data Protection Regulation (GDPR).

Sytel Limited treats your information as confidential. This privacy policy explains what information we collect and describes how we will use it.

Sytel Limited collects anonymous statistics about your visit, such as which pages you visited. If you use other third parties such as LinkedIn and Twitter they may also know you visited this website. We cannot control what 3rd parties do with this information but we don’t perceive there to be any issues with then having this knowledge.

If you do not wish to receive further product and marketing information from us, simply contact Sytel’s Data Protection Officer (DPO) at dpo@sytel.com to request removal from our marketing list or simply click the link in the newsletter or email from Sytel to remove your email address from our list.

This privacy policy applies to all public web sites owned and maintained by Sytel Limited – www.sytel.com, www.predictivegain.co.uk . These sites can also be reached from other links such as: www.outboundcalls.com, www.outboundcalling.com, www.inboundfocus.com, www.sytelinc.com, www.ipdialer.com, www.outboundfocus.com, www.sytelco.com, www.sytelco.co.uk, www.outboundportal.com, www.callgem.com, www.softdial.co.uk, www.sytelsupport.com, www.sytelpedia.com.

The Sytel website contains links to other sites which are outside our control and are not covered by this privacy policy. If you access other sites using the links provided, your information may be used by those sites in accordance with their privacy policy, which may differ from ours.

What information do we collect and when?

The majority of information we collect is anonymous aggregated data. For example, we use standard industry tools to understand web traffic volumes by content viewed, time of day, geographic area and ISP

We collect more specific information about you in certain circumstances:

  • Details you provide when completing forms to access our free white papers
  • We may collect additional information in connection with your participation in any promotions, competitions and surveys offered by our web site.
  • If you apply for a role at Sytel Limited we will keep your information secure during the application process. If you are successful with your application your personal data will then be included in our internal processes. If you are not successful then we do not retain your details.

We treat all your information as confidential. We comply with all applicable UK Data Protection and consumer legislation. Any personal information which you provide to us is held in accordance with the registration we have with the Information Commissioner’s Office (ICO).

Please tell us immediately if any of your personal details (name, email address etc.) change, so that we can ensure our records are up to date.

What do we do with the information we collect?

We will use anonymous information to:

  • monitor aggregated use of our website in order to identify typical user preferences and track the volume and source of traffic on particular pages
  • identify technical errors on our web site and highlight improvements in the structure and navigation of our web site(s) with the aim of enhancing the experience for all web users.

We may contact you by post, text message (SMS), email, telephone or social media. If at any time you decide you no longer want to be contacted by us or to receive offers and information from us, please send an email to dpo@sytel.com and we will remove you from our database.

We do not share information about you outside Sytel Limited without your specific permission.

How long do we keep your data for?

We will hold onto the information our customers provide for as long as is necessary to provide support-related assistance and reporting only. If legally required, or if it is reasonably necessary to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our Terms and Conditions, we may also retain some of your information for a limited period of time as required.

Security

We take every precaution to prevent loss, misuse or alteration of your personal information. These precautions include:

  • hardware stored in secured data centres behind firewalls
  • access to information restricted by password
  • restrictions to what information can be accessed by individuals.

How we use your data

With regards to information relating to you that ends up in our possession, we recognise that it is your choice to provide us with your personally identifiable information. We commit to giving you the ability to:

  • verify the details you have submitted to us by contacting our DPO by email; dpo@sytel.com. Our security procedures mean that we may request proof of identity before we reveal information, including your email address and possibly your address.
  • contact us by the same method to change, correct, or delete your personal information controlled by Sytel Limited. Please note that, if you have shared any information with others through social media channels, that information may remain visible, even if your details are deleted at Sytel Limited.
  • update us on your details at any point by sending an email to dpo@sytel.com
  • request a readable copy of the personal data we hold on you at any time. To do this, please email dpo@sytel.com.

Marketing

We may use your information to notify you about changes to the functionality of our web site. We may send you offers or information which we think you may be interested in.
If for any reason you do not wish to receive further product and marketing information from us by email then it is easy let us know. Simply contact Sytel’s DPO at dpo@sytel.com to request removal from our marketing list or click on the link in the newsletter or email to remove yourself.

The use of cookies

Sytel Limited’s website uses a tracking tool to provide understanding of visitors to the site. A number of cookies are used to provide that information and better identify unique visitors and make tracking more efficient. Most browsers allow the cookie function to be turned off and you do not need to allow your browser to accept cookies in order to use the Sytel website.

LinkedIn, Twitter and other social networks

These services provide social buttons and similar features which we use on our website, such as the “Tweet” button. To do so, we embed code they provide which we do not control ourselves. For these buttons to function, they generally know if you are logged in; for example, LinkedIn use this to say “x likes this”. Sytel Limited does not have access to that information, nor can we control how those networks use it.

Updates to this privacy policy

Sytel Limited may update this privacy policy from time-to-time.

Sytel’s DPO may be contacted by email at dpo@sytel.com

Accessing any information or downloads (Materials) at this website, you agree to be bound by our terms and conditions.

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

  • Contact Center as a Service (CCaaS)

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

  • 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