Case Studies

Selected Sytel deployments from around the world

Our case studies are in-depth examples of Sytel deployments.

As a white label and OEM supplier as well as a vendor in our own right, Sytel does not tell the world about every contract won. We do produce case studies when we think circumstances warrant. See the case studies below to review the difference Sytel software can make.

Kantar (Global) – Fully Managed, Multi-Tenant CCaaS Solution

Kantar (Global) – Fully Managed, Multi-Tenant CCaaS Solution

Kantar streamlines its global market research centres with Sytel's cloud-based Softdial Contact Center™ (SCC) platform Read on

CloudControl (France) – Cloud Based Scripting for Maximum Agent Productivity

CloudControl (France) – Cloud Based Scripting for Maximum Agent Productivity

CloudControl adopt SCC for global contact centers managing over 100 campaigns daily Read on

BVA Group (France) – Ready-Made CATI/ Dialer Integration Drives Expansion

BVA Group (France) – Ready-Made CATI/ Dialer Integration Drives Expansion

BVA Group choose Sytel’s AI Dialer as the “best dialer solution” to integrate with new software only CATI platform. Read on

GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms

GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms

GDCC expands into the US to incorporate two existing contact centers, and replaces a premise-based predictive dialer with the Sytel ... Read on

Abt (US) – Cloud-Based Deployment Serving Multiple Sites

Abt (US) – Cloud-Based Deployment Serving Multiple Sites

Abt Associates took the decision to acquire a solution that gave them manageability, efficiency and performance by replacing their ... Read on

Peixe Urbano (Brazil) – In-Call IVR for PCI Compliant Payments

Peixe Urbano (Brazil) – In-Call IVR for PCI Compliant Payments

Peixe Urbano uses Softdial Scripter™ to build Interactive Voice Response (IVR) solutions to increase productivity of agents and be PCI ... Read on

EMRS (Australia) – Cloud Deployment with CATI Integration

EMRS (Australia) – Cloud Deployment with CATI Integration

Australian market research company, EMRS, uses Sytel's Cloud Contact Center solution which enables agents based in the UK to take part ... Read on

Kelly Services (Russia) – Multi-Tenant Cloud Deployment with Inbound/ Outbound Blending

Kelly Services (Russia) – Multi-Tenant Cloud Deployment with Inbound/ Outbound Blending

Kelly required a new hosted contact center solution for multiple sites across Russia. Each site needed to be isolated and operating as ... Read on

IFF Research (UK) – Cloud-based Deployment for Work-at-Home Interviewing

IFF Research (UK) – Cloud-based Deployment for Work-at-Home Interviewing

IFF Research were primarily looking for a cost-effective way to scale up, adding interviewers quickly for specific projects, and scale ... Read on

Intelbras (Brazil) – IVR Feeding Intelligent Inbound Routing

Intelbras (Brazil) – IVR Feeding Intelligent Inbound Routing

Sytel's Interactive Voice Response (IVR) phone system allow Intelbras to significantly grow their call center business. Read on

GfK (Global) – Central Deployment with Local Breakout

GfK (Global) – Central Deployment with Local Breakout

Interoperability between the Sytel core and the local in-country Media Server is achieved via very light, low-impact control traffic. Read on

Interact (UK) – Maximum Predictive Dialler Productivity under Ofcom Regulations

Interact (UK) – Maximum Predictive Dialler Productivity under Ofcom Regulations

Delivering performance under Ofcom's outbound policy can be challenging. Using the Sytel AI Dialer Interact has a competitive ... Read on

Polishop (Brazil) – In-Call IVR for PCI Compliant Payments

Polishop (Brazil) – In-Call IVR for PCI Compliant Payments

Utilizing SCC to meet Polishop’s different needs has enabled them to increase their operations without increasing their agent head count. Read on

Genius PPT (UK) – Full Service Hosted CCaaS

Genius PPT (UK) – Full Service Hosted CCaaS

Genius PPT needed software that is fully compliant with Ofcom regulations, can be deployed in the cloud, is highly scalable and quick ... Read on

Nielsen – Maximum Predictive Dialer Productivity under US Compliance

Nielsen – Maximum Predictive Dialer Productivity under US Compliance

Nielsen chose Sytel's predictive dialer knowing it would maximize productivity whilst maintaining compliance with US legislation. Read on

Oi Telecom (Brazil) – Outbound IVR to Handle Automatic Subscriptions

Oi Telecom (Brazil) – Outbound IVR to Handle Automatic Subscriptions

Oi Telecom utilise outbound IVR and full automation to allow customers to subscribe to new services without human intervention. Read on

MRops (Global) – Centralized Deployment Integrating Multiple CATI Platforms

MRops (Global) – Centralized Deployment Integrating Multiple CATI Platforms

Sytel proposed a design for MROPS' contact center software infrastructure allowing them to further expand the business in Toledo, ... Read on

Callus/ Comdata (Turkey) – Hosted Contact Center Solution Across Multiple Sites

Callus/ Comdata (Turkey) – Hosted Contact Center Solution Across Multiple Sites

Callus is the fourth largest operator in the contact center services outsourcing market in Turkey. Sytel's integration partner in ... Read on

Perdial (UK) – Full Service Hosted CCaaS

Perdial (UK) – Full Service Hosted CCaaS

Perdial Limited is one of the UK’s leading providers of hosted contact centre services. Perdial wanted to leverage the growing ... Read on

CBHV (US) – Full Contact Center Integration with Collections Platform

CBHV (US) – Full Contact Center Integration with Collections Platform

Collection Bureau of the Hudson Valley, Inc (CBHV) is a 3rd party collection and debt recovery agency based in Newburgh, New York. ... Read on

GDCC (Netherlands) – Central Deployment Driving Multiple CATI Platforms

GDCC (Netherlands) – Central Deployment Driving Multiple CATI Platforms

With over 170 agents, GDCC are one of the largest fully independent CATI fieldwork companies in Europe. And they are busy, operating ... Read on

Avance (UK) – Hosted CCaaS with CRM integration

Avance (UK) – Hosted CCaaS with CRM integration

Avance Group, a leading UK CRM outsourcer, recently had a complete relook at their systems and came to Sytel with a long list of ... Read on

Webhelp SNT (Netherlands) – Hosted Deployment Serving Multiple Sites

Webhelp SNT (Netherlands) – Hosted Deployment Serving Multiple Sites

Webhelp SNT turned to UK based Sytel Limited in partnership with Dutch based TietoEnator to deliver a contact center solution. Read on

PCM (Poland) – Full-Service Contact Center Deployment

PCM (Poland) – Full-Service Contact Center Deployment

PCM is one of the largest direct marketing and communications companies in Poland, specialising in outsourced customer acquisition and ... Read on

GDV (Australia) – Integration into 3rd Party Solution

GDV (Australia) – Integration into 3rd Party Solution

GDV turned to Lake Corporation Pty, an Australian owned supplier of value added multimedia solutions for contact center providers. At ... Read on

Infinity CCS (UK) – Integration with Third-Party System

Infinity CCS (UK) – Integration with Third-Party System

Sytel were invited to join Infinity Contact Centre Software Limited, the IT development arm of the Teleperformance Group and a ... Read on

Park Group (UK) – Predictive Dialler with Integrated Agent Scripts

Park Group (UK) – Predictive Dialler with Integrated Agent Scripts

Park Group called in Sytel to install a predictive dialler at short notice to help them expand their business and re-establish ... Read on

Provider (Brazil) – Outstanding Performance under Compliance

Provider (Brazil) – Outstanding Performance under Compliance

Brazil’s strong domestic market has produced more in-house contact center agent positions that anywhere else in Latin America. ... Read on

Quantrax (US) –  Collections Platform Integration

Quantrax (US) – Collections Platform Integration

Quantrax Corporation is a US based technology company that has pioneered the development of intelligent software for the collections ... Read on

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

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers – global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • 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