About Sytel
Sytel is a privately-owned and funded software development house, established in 1994, which develops and supplies its flagship contact center platform Softdial Contact Center™ (SCC) via a network of partners, who work with our product in a variety of ways. SCC is currently powering communications in over 50 countries.
From its headquarters in Aylesbury, UK, Sytel is led by founder and CEO Michael McKinlay, alongside a team of contact center industry experts.
Sytel does not rely on venture capital. Because it is free from meeting the quarterly requirements of investors, Sytel has scope to take on, and meet, the big challenges of a rapidly changing industry.
Company history
Sytel Limited was founded in 1994 by CEO Michael McKinlay. He set out, with an elite team of programmers, to craft the world’s best predictive dialer, employing an advanced contact center simulation technique to achieve high performance predictive dialing under compliant conditions. From the 2000s to the present, as an OEM module, the Sytel dialer is driving the outbound solutions of a number of well-known contact center brands.
As an expert in predictive dialing, Michael has given a lead in markets all over the world on responsible dialing practices and has advised and mentored many of the marketing and telecommunications regulators around the world.
As the needs of the contact center broadened, while maintaining its reputation as an OEM supplier, Sytel widened the scope of its flagship product Softdial Contact Center™ (SCC) to include inbound and outbound communications, management and agent applications, and email, chat, SMS, and other media channels.
Sytel saw the rise of the cloud SaaS market coming, and re-engineered SCC from the ground up to operate effectively in a distributed, cloud environment, with all modules offering multi-tenant capabilities for hosting partners.
As well delivering via partners, Sytel offers CCaaS direct to subscribers as Softdial Cloud™, giving access to the full range of SCC functionality.
Philosophy of software development
Sytel practices proactive development; thinking, planning and acting ahead, reaching well beyond expressed market requirements to think through the next best thing(s), that if realised, will lead to delighted customers. This approach allows our products to be adapted and sometimes reengineered to meet the challenges that we suspect, or know, lie ahead – for instance the rise of SIP-based voice communication, and the hosted/ cloud delivery model.
Key philosophies behind SCC are that it can be extended and adapted to meet a diversity of business needs, and interwork seamlessly with surrounding applications and infrastructures SCC therefore offers:
- a wide range of configuration and customisation tools
- a comprehensive set of published APIs.
Sytel aims to hire and retain the most skilled and experienced software developers, working from our UK headquarters, and remotely around the world. Sytel’s research and development teams are highly skilled and with over 180 man years of contact center industry experience between them, are constantly pioneering technically advanced solutions for the contact center environment.
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