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 (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms

GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms

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

Abt (US) – Cloud-Based Deployment Serving Multiple Sites

Abt (US) – Cloud-Based Deployment Serving Multiple Sites

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

Peixe Urbano (Brazil) – In-Call IVR for PCI Compliant Payments

Peixe Urbano (Brazil) – In-Call IVR for PCI Compliant Payments

Peixe Urbano uses Softdial Scripter™ to build Interactive Voice Response (IVR) solutions to increase productivity of agents and be PCI ... Read on

EMRS (Australia) – Cloud Deployment with CATI Integration

EMRS (Australia) – Cloud Deployment with CATI Integration

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

Kelly Services (Russia) – Multi-Tenant Cloud Deployment with Inbound/ Outbound Blending

Kelly Services (Russia) – Multi-Tenant Cloud Deployment with Inbound/ Outbound Blending

Kelly required a new hosted contact center solution for multiple sites across Russia. Each site needed to be isolated and operating as ... Read on

IFF Research (UK) – Cloud-based Deployment for Work-at-Home Interviewing

IFF Research (UK) – Cloud-based Deployment for Work-at-Home Interviewing

IFF Research were primarily looking for a cost-effective way to scale up, adding interviewers quickly for specific projects, and scale ... Read on

Intelbras (Brazil) – IVR Feeding Intelligent Inbound Routing

Intelbras (Brazil) – IVR Feeding Intelligent Inbound Routing

Sytel's Interactive Voice Response (IVR) phone system allow Intelbras to significantly grow their call center business. Read on

GfK (Global) – Central Deployment with Local Breakout

GfK (Global) – Central Deployment with Local Breakout

Interoperability between the Sytel core and the local in-country Media Server is achieved via very light, low-impact control traffic. Read on

Interact (UK) – Maximum Predictive Dialler Productivity under Ofcom Regulations

Interact (UK) – Maximum Predictive Dialler Productivity under Ofcom Regulations

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

Polishop (Brazil) – In-Call IVR for PCI Compliant Payments

Polishop (Brazil) – In-Call IVR for PCI Compliant Payments

Utilizing SCC to meet Polishop’s different needs has enabled them to increase their operations without increasing their agent head count. Read on

Genius PPT (UK) – Full Service Hosted CCaaS

Genius PPT (UK) – Full Service Hosted CCaaS

Genius PPT needed software that is fully compliant with Ofcom regulations, can be deployed in the cloud, is highly scalable and quick ... Read on

Nielsen (US) – Maximum Predictive Dialer Productivity under US Compliance

Nielsen (US) – Maximum Predictive Dialer Productivity under US Compliance

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

Oi Telecom (Brazil) – Outbound IVR to Handle Automatic Subscriptions

Oi Telecom (Brazil) – Outbound IVR to Handle Automatic Subscriptions

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

MRops (Global) – Centralized Deployment Integrating Multiple CATI Platforms

MRops (Global) – Centralized Deployment Integrating Multiple CATI Platforms

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

Callus/ Comdata (Turkey) – Hosted Contact Center Solution Across Multiple Sites

Callus/ Comdata (Turkey) – Hosted Contact Center Solution Across Multiple Sites

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

Perdial (UK) – Full Service Hosted CCaaS

Perdial (UK) – Full Service Hosted CCaaS

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

CBHV (US) – Full Contact Center Integration with Collections Platform

CBHV (US) – Full Contact Center Integration with Collections Platform

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

GDCC (Netherlands) – Central Deployment Driving Multiple CATI Platforms

GDCC (Netherlands) – Central Deployment Driving Multiple CATI Platforms

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

Avance (UK) – Hosted CCaaS with CRM integration

Avance (UK) – Hosted CCaaS with CRM integration

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

Webhelp SNT (Netherlands) – Hosted Deployment Serving Multiple Sites

Webhelp SNT (Netherlands) – Hosted Deployment Serving Multiple Sites

Webhelp SNT turned to UK based Sytel Limited in partnership with Dutch based TietoEnator to deliver a contact center solution. Read on

PCM (Poland) – Full-Service Contact Center Deployment

PCM (Poland) – Full-Service Contact Center Deployment

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

GDV (Australia) – Integration into 3rd Party Solution

GDV (Australia) – Integration into 3rd Party Solution

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

Infinity CCS (UK) – Integration with Third-Party System

Infinity CCS (UK) – Integration with Third-Party System

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

Park Group (UK) – Predictive Dialler with Integrated Agent Scripts

Park Group (UK) – Predictive Dialler with Integrated Agent Scripts

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

Provider (Brazil) – Outstanding Performance under Compliance

Provider (Brazil) – Outstanding Performance under Compliance

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

Quantrax (US) –  Collections Platform Integration

Quantrax (US) – Collections Platform Integration

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

Flexible Contact Center Platform

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

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

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

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

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

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

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™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

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

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app