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.
Kantar (Global) – Fully Managed, Multi-Tenant CCaaS Solution
Kantar streamlines its global market research centres with Sytel's cloud-based Softdial Contact Center™ (SCC) platform Read on
CloudControl (France) – Cloud Based Scripting for Maximum Agent Productivity
CloudControl adopt SCC for global contact centers managing over 100 campaigns daily Read on
BVA Group (France) – Ready-Made CATI/ Dialer Integration Drives Expansion
BVA Group choose Sytel’s AI Dialer as the “best dialer solution” to integrate with new software only CATI platform. Read on
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 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 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
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 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 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
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
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
Delivering performance under Ofcom's outbound policy can be challenging. Using the Sytel AI Dialer Interact has a competitive ... Read on
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 needed software that is fully compliant with Ofcom regulations, can be deployed in the cloud, is highly scalable and quick ... Read on
Nielsen – 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 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
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 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 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
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
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 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 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 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 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
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 called in Sytel to install a predictive dialler at short notice to help them expand their business and re-establish ... Read on
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. ... Read on
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) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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Contact Center Platform – Enterprise
High performance platform to drive contact center productivity – cloud, on-premise or hybrid
Blended Media Desktop
Fully customisable, multi-channel, multi-session workspace
Work Anywhere
Browser-based tools, no software installation required
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 Channels
Voice, chat, email, social, etc – fully integrated and blended
Agent Multi-Tasking
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
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™
Maximum predictive dialing 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™
Automation to optimise any outreach strategy
Softdial Repository™
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Solutions
Performance and efficiency for a wide range of business applications
By Business Type
Enterprise
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
By Industry
Customer Service
Connect quickly to well equipped agents
Market Research
Best-of-breed predictive dialing with CATI integration
Debt Collection
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Healthcare
Secure, highly-configurable multichannel communications for excellence in patient care