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Blogs
- 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
- 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
- The Evolution Of The Automatic Call Distributor (ACD)
- 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..."
- Do You Know Your Predictive Gain?
- 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
- 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
- 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 (US) - 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