World Class Development

Continuous evolution pushing technical boundaries

At a Glance

World Class Development
Continuous proactive development
World Class Development
Flexible, high quality applications
World Class Development
Constant innovation
World Class Development
World-class team of developers
World Class Development
Development based on real-life experience of customers in the field

Ground Breaking World Class Development

Who had heard of WhatsApp 10 years ago? How many people used social media for customer service 7 years ago? With customers continuously using new mediums, call centers need a robust software solution which is flexible enough to change with the times at the switch of the button.

However, ongoing development is not only important for new media types; it’s the key to optimising efficiency and driving down costs. At Sytel we are always striving to improve and embrace new technologies to develop the best possible contact center software.

About Sytel’s development policy

Sytel have been providing the contact center industry with leading edge systems that deliver very high performance, whilst operating in a responsible and sustainable manner for over 25 years.

As a pure software R&D house, our ethos is to constantly think, plan and act ahead which we do through continuous proactive development.

We recruit and retain only the most talented developers. We are consistently pushing technical boundaries and challenging industry norms.

Over the years Sytel has built up a reputation for being forward thinking and innovative. Our partners are confident in the fact they are investing in a solution which is future proofed and resilient.

Did you know?

Sytel has to maintain its own datacenter and power infrastructure rather than using cloud compute for load testing.

A full load test of 2 x 10,000 agent systems back-to-back generates 20 million BHCA and increases power consumption by 10KW. It generates a similar level of call traffic to the all of the fixed line and cellular traffic in Greater London at peak period.

Innovation is in our blood!

Listen to Eduardo Miller our Director of Development talk about the Sytel approach to building applications.

Leading-Edge Design by World-Class Developers

A solid long-term investment

Sytel’s strong innovation mindset allows us to:

  • constantly extend the product to meet changing customer requirements
  • integrate new technologies, such as Web RTC and build solutions around them, sometimes before our customers have even thought about it.

For more information about the benefits for Sytel Partners, take a look at our partner page.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or 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 Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

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 Types

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app