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

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

  • Contact Center as a Service (CCaaS)

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

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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 Types

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

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Workforce Management

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

  • 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

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™

    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™

    Best-of-breed predictive dialer; maximum 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™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • 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

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

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

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app