Debt Collection

Reach more clients, collect more debt

At a Glance

Collections - contact center solution

High performance predictive dialing under compliance

Collections - contact center solution

Integrated with many collections management packages

Debt Collection software - contact center solution

Data-driven routing to specialist teams or self-service

Debt Collection software - contact center solution

Inbound/ outbound IVR

About Sytel’s Debt Collection Solution

Reach more clients and collect more debt with Sytel‘s Softdial Contact Center™ (SCC). SCC is a complete, full-service contact center platform enabling debt collection operations to get the best from your existing workforce.

SCC offers outbound/ inbound contact handling, IVR/chatbot, recording, reporting, scripting and more, in a single integrated package. Other contact channels such as email, web chat, SMS, Telegram, Facebook Messenger and other social channels can be easily integrated into your strategy.

SCC comes ready-integrated with several specialist debt collection software packages (such as RMEx from Quantrax, integrated since 2004!), SCC is highly flexible and your chosen package can be added on request – just talk to us.

SCC uses intelligent automation to make your collections projects more effective and efficient. It helps you to meet and exceed your business goals by managing all inbound and outbound engagement, and scheduling retries and callbacks.

Depending on your IT resources, SCC can be deployed either:

  • in the public cloud – fully managed and supported by Sytel. Hosted on AWS, this option is known as Softdial Cloud™, and makes use of the competitive rates of our carrier partners.
  • on-premise/ private cloud – installed and managed by your in-house IT staff


Boost agent productivity

SCC contains a high-performance predictive dialer – the Sytel AI Dialer™ – which launches more calls than there are agents available, and screens non-live calls automatically while connecting calls answered by a person to collectors.

  • Reach more live contacts and collect more debt
  • Gain up to 20 mins extra talk time per hour per collector over non-predictive dialing (and even many predictive dialers!)
  • Adhere automatically to any limit on abandoned calls.
  • Free-up collectors from having to wait, listen and classify. Spend more time on productive debt collection.

The dialer achieves the maximum possible agent productivity using massive simulation based on all campaign conditions as inputs. This provides lightning-fast adjustments as conditions change, and a far more accurate dialing rate than dialers that rely on mathematical modelling.

Comply with all outbound regulation

Comply with all rules governing the calling of consumers, e.g. FCC/ FTC, TCPA, Do Not Call lists, with maximum flexibility and no fuss.

  • Abandoned call rate – just set the target and leave it alone. No manual adjustment necessary – frees supervisors to concentrate on coaching collectors and other quality assurance work.
  • Ring, no answer – no hang up on a ringing call within 15 secs. No added annoyance to debtors
  • Do Not Call – all numbers screened in real time against any DNC Lists – company, state, federal. Any numbers added can be removed immediately from the dial list
  • Right time to call – all rules on when calling is allowed, is managed automatically, observing timezone and can be adjusted as necessary
  • Contact frequency – all rules on contact frequency, e.g. how often, which method(s), are easily configured and followed automatically.

And when rules change, the dialer can easily be configured to comply.

Set contact strategies with precision

The dialer provides the best chance of success in the shortest time, providing automation and flexibility in managing your debt inventory.

  • Get numbers to dial from any 3rd party database/ CRM/ collections system via secure integration, and write back all data.
  • Manipulate and combine account lists to hone your dialing strategy. Select accounts for contact based on any criteria – value of debt, age of debtor, location, etc.
  • Retry automatically at different times of day – even on different numbers – to increase success
  • Maintain high productivity by mixing retries and callbacks with fresh numbers across multiple lists.


Automate self-service options

Save on collector costs with integrated IVR/chatbot automation.

  • Mix human and virtual (bot) agents in the same campaign. Use a virtual IVR/chatbot agent to deliver and take messages, or for high-value/complex interactions, route to an agent.
  • Broadcast automated outbound messages (where regulations allow)
  • Transfer easily between IVR and collector, with all data sent with the call
  • Take voicemail out-of-hours. Tag each message with name/ account ID.
  • Allow debtors to set up a payment arrangement with no agent intervention
  • Present personalised data, e.g. linked balance, last payment info, due date, amount due, etc. automatically via built-in Text-to-Speech (TTS)
  • Save agent time by authenticating the caller before connecting to a collector.

All IVR/bot options for rules, TTS, logic flow, etc. can be set up by non-technical personnel in a reusable ‘script’.

Use data-driven routing for best results

Use caller ID or any IVR/bot conversation data to match inbound callers to their account and route them to the right team based on balance, age of debt, or collector skills required.

Utilise agents where they are needed most

Reduce wasted agent time by blending outbound agents to take inbound calls when required. Dynamic workforce management helps reduce reliance on forecasting and scheduling. Achieve more with the resources you have.

Monitor for quality

Listen to collector conversations in real time, with options to coach, or take over. Keep an eye on progress as it happens with comprehensive real-time statistics on all call, dialer and agent activity.

Record everything

Record audio plus agent screen activity – for training, scoring, quality assurance or dispute resolution.

  • Search recordings easily by account number, name, project, phone number, collector, etc. Playback within the same tool.
  • Record some, record all, or let the collector decide.

Need help? Just ask us…

Our expert support is second to none, and is on hand to provide expert assistance. Your annual support subscription ensures immediate access to any system enhancements.

See also …

Strengths of Softdial Contact Center™ (SCC) in Debt Collection

The business benefits and major features of Softdial Contact Center that make it ideal for the collections marketplace.

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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

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers – global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • 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


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


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


Performance and efficiency for a wide range of business applications

By Business Type


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


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