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Blogs
- Navigating the Evolving CCaaS Landscape: 3 Considerations
- Forecast vs. Actual Demand - Resolve the Dilemma in Your Contact Center
- Providing Excellent Customer Service During the Festive Season - 10 Tips and Strategies
- Automation in the Contact Center: Telling it How it is
- Contact Center Reporting: The Challenge of Change
- Intraday Automation - Real-Time Workforce Management
- Real-Time Automation for Workforce Management (WFM)
- AI and Automation in the Contact Center - Part 2
- AI and Automation in the Contact Center - Part 1
- Predictive Dialing and Cell Phones – A Way Forward
- 5 Ways to Personalise Customer Engagement with Contact Center Technology
- Predictive Dialing and Vendors
- 5 Operational Benefits of the CCaaS Subscription Model
- 7 Financial Benefits of the CCaaS Subscription Model
- 4 Strategies to Lower Customer Wait Times
- Predictive Dialers – The Measurement that Matters Most
- CCaaS for Enterprise - Is it Time to Jump?
- The Enterprise ACD as a Cloud Service: Facing the Challenge
- Is Your CCaaS Platform Architecture Fit for Purpose?
- Moving to Cloud-Based CCaaS - 5 Must-Haves
- 4 Persistent CX Fails and How to Fix Them
- The Enterprise CCaaS Challenge: Architecting for the Cloud
- The Evolution Of The Automatic Call Distributor (ACD)
- A Day in the Life of an Oyster Catcher
- The Road Ahead - 5 Challenges for Contact Center Software in 2022
- Do You Know What Your Predictive Dialer is Doing?
- UK Petrol Crisis: Life Imitates Art
- The Joy of CX: One Prospect’s Tale
- Automating your Outreach
- The Nature of ACDs
- The Changing Role of the Contact Center Supervisor
- Designing for the Cloud – Challenge #6 – Mitigating Failure
- Some Sensible Thoughts About Customer Journeys
- The Persistence of Memes
- Designing for the Cloud – Challenge #5 – Designing for Scale
- Omnichannel, Customer Journeys And Contact Center Performance
- Getting The Best From Conversational AI
- Designing for the Cloud - Challenge #4 - Footprint Cost
- Is Omnichannel Dead?
- Does Sytel’s Cloud Architecture Support Containers?
- Conversational AI and a New Role for Predictive Dialing
- Designing for the Cloud - Challenge #3 - Ease and Speed of Troubleshooting
- Connecting Home Workers to Business Applications
- Designing for the Cloud - Challenge #2 - Ease of Provisioning
- Safeguarding Your Contact Business
- Designing for the Cloud - Challenge #1 - Extensibility
- Designing for the Cloud - 6 Major Challenges
- Do You Know Your Predictive Gain?
- Does the Customer Really Know Best?
- Moving to the Cloud - 5 Features You Should Expect
- Mining Relationship History
- Using AI to Better Direct Customers
- Agents and Customers Fall in Love
- Agent Optimization and the Customer Experience
- Joined-Up Systems, Joined-Up Journeys
- The Reality of Failure-Proof Systems in the Cloud
- Is your Chat Messaging System Fit for Purpose?
- The Challenge of CX
- Brazilian Call Centers in Transition
- Cloud Contact Center Solutions - A Maturing Market
- Cloud Contact Center Solutions - Early Innovation
- The Magic of Scripter
- Pull Marketing
- Push vs Pull and The Impact On CX
- Celebrating Our 100th Blog
- The Onward March of Internet of Things (IoT)
- Scripting For The Grown-Up Cloud Contact Center
- Tearing Down The Silos
- The Changing Automatic Speech Recognition (ASR) Landscape
- Video Calling Is Here
- Combating The Decline In Answered Calls
- The Changing Face of Customer Service
- How Sytel Approaches Development
- Do Your Media Channels Blend Seamlessly?
- How Do You Cope When Everyone Calls At The Same Time?
- Will Robots Take Over?
- Video Calling: The Ultimate Trust-Builder
- Video Calling
- The Changing Shape Of The Contact Center Supply Chain
- Apps vs Chatbots
- All About Regulation
- Managing Emails Within Your Contact Center
- The Rise Of The Machines
- 5 Tips For Great Chat Reporting
- I Fought To Keep My Dialer - Thank Goodness I Failed!
- In Defense Of IVR
- 5 Key Points To Get Right In Reporting
- Considerations In The Cloud
- Use Of Dialers Around The World
- Keeping It Simple Again
- Keeping Things Simple
- WebRTC Can Bring Joy To The Agent
- WebRTC Can Bring Joy To The Organisation
- WebRTC Can Bring Joy To The Customer
- What Does Software Development Have In Common With The All Blacks?
- Hosted Architecture
- Data Scaling
- As Carriers Move Away From ISDN To SIP
- Smartphones Taking Over As Contact Device Of Choice
- We Chose Fish
- Impact Of Self Service On The Contact Center
- Challenging Agents
- Permission-Based Marketing
- Where Do You Want To Go Today? We Thank You Microsoft For That Gem.
- Joined-Up Vs Silos
- Agent Management - Single Skill or Multi Skill? The ongoing debate
- Making SIP Your Standard
- Mobile Apps And Contact Centers
- Speed Vs Quality - Keeping Your Balance
- Multichannel, Multimedia, Omnichannel, Universal Queue – Eh?
- Contact Queues Without Walls
- Measuring Agent Effectiveness
- Measuring Agent Productivity In A Multi-Channel World
- Dissecting The Customer Effort Score (CES)
- Measuring Success In The Contact Center
- SIP - The Challenge Of Virtualisation Management
- SIP - The Challenge Of Voice Delay
- SIP - The Challenge Of Voice Break-Up
- Fine-Tuning Your SIP Infrastructure
- Voice Is Still King - Multimedia In The Contact Center
- Outbound Calling - Past, Present And Future - Part 3
- Outbound Calling - Past, Present And Future - Part 2
- Outbound Calling - Past, Present And Future - Part 1
- Times Up! Call Center Practices That Are Past Their 'Sell By' Date
- The Future Of Network Answering Machine Detection
- Smart Call Routing For Smarter Customer Service
- IVR Design - Best Practice
- Hosted IP PBX In The Cloud
- Cross-Cultural Customer Service
- Predictive Dialing Under Regulation - All Pain, Little Gain
- How To Juggle With 4 Balls (And A Chainsaw) – Part 2
- 5 Signposts On The Road To VoIP
- What Is A 'Universal Queue'? (And Is It A Good Thing?)
- High Availability - Seeing The Bigger Picture
- Drinking From The Fire Hose - The Challenge Of 'Big Data' In The Contact Center
- The Pain Of Separation - Call Flow Scripting For IVR And Live Agents
- Closed Vs. Open - 2 Roads To Market
- Network Answering Machine Detection - Myth Or Reality?
- Keeping Cloud Services On Tap
- Can You Spare A Minute?
- How To Juggle With 4 Balls (And A Chainsaw) – Part 1
- "Press *0 To Hear The Options Agai..."
- 5 Must-Haves For Great Call Center Reporting
- Top 5 Myths Of Outbound Calling
- Waking Up To Silent Calls
- The Shifting Sands Of Social Media
- The Great Answering Machine Debate
- Beyond First Call Resolution
- Joined-Up Customer Service
- SaaS Cloud Computing And Smart Phones
- Flying A Plane Without Fear
- Don't Let Snow Get You Down!
- Technical Support - Can You Help Me?
- Mapping A Migration To IP
- The Evolution Of The New Agent Desktop
- Seven Tips For Hosted Contact Center Success
- Is Your Customer Service Joined Up?
- Next Generation Networks, Brought To You By The Call Center?
- Predictive Dialers and Call Progress Detection
- Future-Proof Software Development?
- Unified Communications In The Contact Center - Part Two
- VoIP – Hosted AND Premise-Based?
- Unified Communications In The Contact Center - Part One
- Benchmarking Your Predictive Dialer
Press Releases
- 'Click to Dial' in the Spotlight
- Sytel extends CCaaS subscription service into Europe and APAC
- Sytel Delivers Fully Managed Cloud Solution for Kantar’s Global CATI Centres
- Sytel Announces Softdial Contact Center (SCC) Client on Salesforce AppExchange
- Sytel Releases Multi-Tenant, Multimedia and Fully Blended Contact Center Platform
- Sytel Launches Global Compliance to Protect Consumers and Contact Centers
- A Working Contact Center in 48 Hours
- Sytel’s Cloud Contact Center Enables Home Working
- Sytel And CloudControl Celebrate Outbound Achievements
- Sytel Enables Growth Of Kelly Services, Russia, With Hosted Contact Center Solution
- Afiniti And Sytel In New Partnership
- Sytel Partners With Flex In Brazil
- Announcing The Sytel AI Dialer
- Inconcept Builds On Success From Equip Auto
- Sytel Exhibits At The ESOMAR Congress 2017 In Amsterdam
- 20 Years Of Responsible Dialing
- Sytel Engages With Ofcom
- TVG Adds Sytel To Its List Of Services
- Sytel Attends CASRO Conference In Utah
- Sytel Exhibits At The ESOMAR Congress 2016 In New Orleans
- Confirmit And Sytel Signal Continued Evolution Of CATI
- Sytel - Brexit Statement
- inITova Simplifies Contact Centers For Market Research
- Sytel At ESOMAR Congress 2015
- Teclan Integrates Sytel's SoftdialContact Center™ To Keep Costs Down
- Sytel Celebrates 12 Years Of Success With The Quantrax Corporation In North America
- Interactive Accounting Service Live Within A Month
- Fidobank Sees An Increase In Customer Satisfaction Using Sytel Software
- Sytel Announces Partnership With VanillaIP
- Sytel At CASRO Annual Conference 2014
- Sytel At Esomar Congress 2014
- Sytel Extends Global Interviewing For MRops
- Sytel Samples Innovation At CASRO Tech Event
- Sytel Installs 1000th Call Center Agent Seat In Turkey
- Sytel Confirms Order For First Installation in Russia
- Sytel Drives T-Bilgi Call Center With Blended Inbound, Outbound And Multimedia
- Sytel Provides Technical Lead On Network AMD Working Party
- Confirmit Integrates Sytel Dialer To Enhance Contact Center Productivity
- Sytel Adds Outbound Call Center Services To Nexogy Communications Offering
- Sytel Limited And GfK Group Complete Phase 2 Dialler Rollout
- Sytel Predictive Dialer Improves Telemarketing Efficiency In SAP BCM7
- Sytel Appoints Richard Compton In EMEA Expansion
- Bad Predictive Dialler Practices
- Sytel Dialer Enhances BroadSoft's Call Center Solution
- Sytel To Supply 150 Inbound Systems Across Brazil
- Sytel CEO Named UK Contact Center Industry Champion
- Sytel In The Cloud Breaks 50% Revenue Threshold
- Sytel Powers inContact Compliant Dialing Solution
- Sytel Integrates With IBM SPSS® Data Collection Phone Interviews
- Sytel And Teclan Reach Throughout South America With Intelbras
- Sytel Extends Through Central Europe With Wind Telecom
- Sytel Appoints McGowan For Major North American Expansion
- Sytel Provides Solution To Ofcom Clampdown
- Sytel Bucks The Trend, Posting 30% Growth In Revenue
- Sytel Demonstrates Hosted-Ready IP Services At UK Trade Shows
- Sytel Presents Public Sector Award
- Sytel Launches Instant Response IVR Product
- Sytel Appoints VP Sales For Latin America And Iberia
- Sytel Appoints Development Manager, Marketing Manager
- Sytel Appoints Sales Director
- Sytel Enjoys Success In Cannes
- Sytel Limited Goes Truly Global
- Sytel Helps Outbound Call Centers Move Out Of ‘Catch 22’
- Sytel Calls On OFCOM To Uphold Its Dialer Guidelines
- Sytel Builds Strategic Relationship With Aculab™
- Sytel Rewrite The Support Rules
- Sytel Appoints Head Of International Advisory Board
Case Studies
- Kantar (Global) - Fully Managed, Multi-Tenant CCaaS Solution
- CloudControl (France) - Cloud Based Scripting for Maximum Agent Productivity
- BVA Group (France) - Ready-Made CATI/ Dialer Integration Drives Expansion
- GDCC (US) - Cloud Hosted Deployment Driving Multiple CATI Platforms
- Abt (US) - Cloud-Based Deployment Serving Multiple Sites
- Peixe Urbano (Brazil) - In-Call IVR for PCI Compliant Payments
- EMRS (Australia) - Cloud Deployment with CATI Integration
- Kelly Services (Russia) - Multi-Tenant Cloud Deployment with Inbound/ Outbound Blending
- IFF Research (UK) - Cloud-based Deployment for Work-at-Home Interviewing
- Intelbras (Brazil) - IVR Feeding Intelligent Inbound Routing
- GfK (Global) - Central Deployment with Local Breakout
- Interact (UK) - Maximum Predictive Dialler Productivity under Ofcom Regulations
- Polishop (Brazil) - In-Call IVR for PCI Compliant Payments
- Genius PPT (UK) - Full Service Hosted CCaaS
- Nielsen - Maximum Predictive Dialer Productivity under US Compliance
- Oi Telecom (Brazil) - Outbound IVR to Handle Automatic Subscriptions
- MRops (Global) - Centralized Deployment Integrating Multiple CATI Platforms
- Callus/ Comdata (Turkey) - Hosted Contact Center Solution Across Multiple Sites
- Perdial (UK) - Full Service Hosted CCaaS
- CBHV (US) - Full Contact Center Integration with Collections Platform
- GDCC (Netherlands) - Central Deployment Driving Multiple CATI Platforms
- Avance (UK) - Hosted CCaaS with CRM integration
- Webhelp SNT (Netherlands) - Hosted Deployment Serving Multiple Sites
- PCM (Poland) - Full-Service Contact Center Deployment
- GDV (Australia) - Integration into 3rd Party Solution
- Infinity CCS (UK) - Integration with Third-Party System
- Park Group (UK) - Predictive Dialler with Integrated Agent Scripts
- Provider (Brazil) - Outstanding Performance under Compliance
- Quantrax (US) - Collections Platform Integration
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