At a Glance
Continuous proactive development
Flexible, high quality applications
Constant innovation
World-class team of developers
Development based on real-life experience of customers in the field
Ground Breaking World Class Development
However, ongoing development is not only important for new media channels; 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?
For load testing , Sytel has to maintain its own datacenter and power infrastructure rather than using cloud compute.
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.
Find out more about what Sytel offers:
Latest posts
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
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