Expert Backup 24/ 365

Get help, advice and training from Sytel Support

About Sytel Support

Regardless of how you work with Sytel, you will enjoy the highest levels of support available in the contact center industry.

Because our products are used in a mission critical environment where any downtime can mean lost revenue, profit and contact opportunities, we place great emphasis on maximising product reliability and resilience.

If you are integrating one or more Sytel products into an existing or new configuration, we will help you design and implement your solution taking account of stability and resilience issues to maximise uptime.

But when disaster does strike, whether that’s due to telecoms, networking, database or other environmental problems, our highly experienced team of systems engineers will quickly diagnose what’s wrong and help you to get back in business with minimal disruption and cost – wherever you are in the world, whenever you call.

If you prefer to have control of your own on site or remote support capabilities, our modular, hands-on training programmes, comprehensive online documentation and adaptable support tools are available to you, with backup from our remote team of experts always on hand should you need it.

How we can help you:

 

Expert Backup

Pre-sales support

We help you define your requirements and specify your solution

Expert Backup

Installation support

On site or remote support to help you get up and running fast

Expert Backup

Remote support

Experienced engineers on call 24 hours / 365 days a year

Expert Backup

Online documentation

Easily accessible, up to date, comprehensive information on all products

Expert Backup

Training courses

Hands on user and engineering courses held at Sytel’s offices or at your location

Expert Backup

Support tools

Analytical and diagnostic tools that can be adapted to suit your specific requirements

Expert Backup

Comprehensive/ flexible cover

Full 24/365 cover or tune your support package to your own needs

Expert Backup

Support bulletin

Advance notification of updates and next version new features

Training

Comprehensive, hands-on training on the integration, deployment and use of all Sytel products is provided by experienced Sytel engineers, either at Sytel’s headquarters in Aylesbury, UK, at a location of your choice, or online.

As well as standard courses in Softdial Contact Center™ (SCC), we offer a range of training courses and updates to suit your specific requirements.

Courses are run regularly, but they are often quickly over subscribed as we carefully limit the number of delegates on each course to ensure they are as effective as possible. We recommend that you plan your training well in advance of deployment.

If you are an existing Sytel partner or a potential user of SCC and would like to see a typical course synopsis, email us, providing your name and company details along with any questions and details of specific requirements you might have.

Documentation

At Sytel we have always been passionate about our product documentation. This is a legacy of our early years, working primarily with integrators for whom detailed and accurate documentation was critical to their, and our, success.

Today we place as much emphasis on our documentation as ever, because we know that in a mission critical industry where waiting around for answers is not an option, accurate and accessible documentation is the most efficient way to provide responsive support on a global basis.

Keeping our documentation current is a priority at Sytel. We understand that inaccurate information can be more frustrating than no information. Whenever possible we apply the principle of deriving all support and sales information from a single documentation source throughout the company in order to eliminate the chaos that otherwise so often takes over.

Mistakes are rare but whenever we find, or are told of an error in our documentation, it is updated within just hours.

Sytel’s help documentation is web based and a snapshot of the documentation is included with our software installation as a backup for the occasional times when internet access is not available.

And in the unlikely event that the answers you require cannot be found in our documentation, just email or call our support team who will be on hand to help you.

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 Media Blending

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

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent 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 dialing 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