Case Studies

Selected Sytel deployments from around the world

Our case studies are in-depth examples of Sytel deployments.

As a white label and OEM supplier as well as a vendor in our own right, Sytel does not tell the world about every contract won. We do produce case studies when we think circumstances warrant. See the case studies below to review the difference Sytel software can make.

GDCC Expands into US with Sytel

GDCC Expands into US with Sytel

GDCC expands into the US to incorporate two existing contact centers, and replaces a premise-based predictive dialer with the Sytel ... Read on

Abt Associates Deploys Sytel Calling Solution

Abt Associates Deploys Sytel Calling Solution

Abt Associates took the decision to acquire a solution that gave them manageability, efficiency and performance by replacing their ... Read on

Peixe Urbano Increases Productivity

Peixe Urbano Increases Productivity

Peixe Urbano uses Softdial Scripter™ to build IVR flows to increase productivity of agents and be PCI compliant. Read on

Sytel Delivers a Cloud Contact Center Solution to EMRS

Sytel Delivers a Cloud Contact Center Solution to EMRS

Australian market research company, EMRS, uses Sytel's Cloud Contact Center solution which enables agents based in the UK to take part ... Read on

Intelbras Uses Softdial Scripter in AI Mode

Intelbras Uses Softdial Scripter in AI Mode

Sytel's AI drivers allow Intelbras to significantly grow their business. Read on

Sytel AI Dialer Delivers 30% Talk Time Increase For Interact

Sytel AI Dialer Delivers 30% Talk Time Increase For Interact

Delivering performance under Ofcom's outbound policy can be challenging. Using the Sytel AI Dialer Interact has a competitive advantage Read on

Sytel Enables Genius To Deliver A World Class Outbound Solution

Sytel Enables Genius To Deliver A World Class Outbound Solution

Genius PPT needed software that is fully compliant, can be deployed in the cloud, is highly scalable and quick to get up and running. Read on

Sytel Delivers Improved Efficiency For Nielsen

Sytel Delivers Improved Efficiency For Nielsen

Nielsen chose Sytel's dialer knowing it would maximize productivity whilst maintaining compliance with US legislation. Read on

Oi Telecom Scale Up Using Outbound IVR

Oi Telecom Scale Up Using Outbound IVR

Oi Telecom utilise outbound IVR and full automation to allow customers to subscribe to new services without human intervention. Read on

Sytel Extends Global Executive Interviewing For MRops

Sytel Extends Global Executive Interviewing For MRops

Sytel proposed a design for MROPS' contact center software infrastructure allowing them to further expand the business in Toledo, ... Read on

Sytel Provides Hosted Multi-Site Predictive Dialing For Callus (Comdata)

Sytel Provides Hosted Multi-Site Predictive Dialing For Callus (Comdata)

Callus is the fourth largest operator in the contact center services outsourcing market in Turkey. Sytel's integration partner in ... Read on

Sytel Drives Hosted Expansion For Perdial

Sytel Drives Hosted Expansion For Perdial

Perdial Limited is one of the UK’s leading providers of hosted contact centre services. Perdial wanted to leverage the growing ... Read on

Collection Bureau Of The Hudson Valley, Inc. Ramps Up The Collection Rate

Collection Bureau Of The Hudson Valley, Inc. Ramps Up The Collection Rate

Collection Bureau of the Hudson Valley, Inc (CBHV) is a 3rd party collection and debt recovery agency based in Newburgh, New York. ... Read on

Sytel Drives Simultaneous CATI Systems For GDCC

Sytel Drives Simultaneous CATI Systems For GDCC

With over 170 agents, GDCC are one of the largest fully independent CATI fieldwork companies in Europe. And they are busy, operating ... Read on

A Coming Of Age For Hosted Systems In The Enterprise

A Coming Of Age For Hosted Systems In The Enterprise

Avance Group, a leading UK CRM outsourcer, recently had a complete relook at their systems and came to Sytel with a long list of ... Read on

Sytel And TietoEnator Boost SNT Call Rates

Sytel And TietoEnator Boost SNT Call Rates

SNT turned to UK based Sytel Limited in partnership with Dutch based TietoEnator to deliver a predictive dialing solution. Read on

PCM Slashes Wasted Agent Time With The Sytel Solution

PCM Slashes Wasted Agent Time With The Sytel Solution

PCM is one of the largest direct marketing and communications companies in Poland, specializing in outsourced customer acquisition and ... Read on

Sytel’s Dialer Makes Light Work For Australian Charity

Sytel’s Dialer Makes Light Work For Australian Charity

GDV turned to Lake Corporation Pty, an Australian owned supplier of value added multimedia solutions for contact center providers. At ... Read on

Sytel Dialer Delivers Outstanding Performance For Infinity

Sytel Dialer Delivers Outstanding Performance For Infinity

Sytel were invited to join Infinity Contact Centre Software Limited, the IT development arm of the Teleperformance Group and a ... Read on

Sytel Enables Park Group To Win Market Share

Sytel Enables Park Group To Win Market Share

Park Group called in Sytel to install a dialer at short notice to help them expand their business and re-establish consumer confidence ... Read on

Sytel Enjoys Continued Success in Brazil

Sytel Enjoys Continued Success in Brazil

Brazil’s strong domestic market has produced more in-house contact center agent positions that anywhere else in Latin America. Provider Read on

Sytel Helps Solve Debt Problem

Sytel Helps Solve Debt Problem

Quantrax Corporation is a US based technology company that has pioneered the development of intelligent software for the collections ... Read on

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