CX and AI – The Sytel Perspective

CX and AI in Softdial Contact Center™ (SCC)

The Sytel platform is suffused with CX and AI and has been for many years. The automation in both our outbound and inbound products relies heavily on AI techniques, and automation itself is a main driver for great CX.

Customer Experience (CX)

Let’s start with a definition. We asked ChatGPT and got

“CX typically stands for ‘Customer Experience.’ It encompasses all the interactions and touchpoints a customer has with a company throughout their entire journey, from initial awareness and consideration through purchase, use, and post-purchase support. A positive customer experience is vital for customer satisfaction, loyalty, and ultimately, the success of a business. It involves understanding customer needs, delivering value, providing excellent service, and creating memorable experiences at every stage of the customer journey.”

That certainly describes our approach, but be aware of two things:

  1. Our CCaaS product is an open platform so some of the services being delivered come from third parties and our job is to make sure that the touch points in our product, including APIs and how we deliver data up, are as clear, productive and easy to integrate with as possible.
  2. And we have also sought to automate as much as possible in the contact centre. Why? Well one obvious reason is that it saves money, but the other, which is probably more important, is that it is essential if you want to offer the best possible CX. If you are not sure about this, see Sytel Realtime Automation.

Artificial Intelligence (AI)

The Sytel Platform provides full support for literally any generative AI product. Our white paper on Support for Generative AI is available on request. But our main focus with AI is in using it to automate both inbound and outbound activities.

We have put many years of effort into doing this. The use of AI, for example, helps to understand how to dial for outbound, with no human involvement. And it also is invaluable in helping us balance SLAs across inbound queues.. In a contact center of any size, this is simply too big a task for either WFM or humans to manage.

Find out more about what Sytel offers:

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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


Secure, highly-configurable multichannel communications for excellence in patient care