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

    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 Workforce Management

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

  • 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

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 dialer; maximum 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™

    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