Key Features
Sytel’s Dialer Solutions for Market Research
Since 1997, Sytel Limited has supplied best-of-breed software components and full-service solutions for contact centers in over 50 countries around the world.
Sytel’s Softdial Contact Center™ (SCC) solution is flexible, reliable, powerful, simple to use, easy to integrate and competitively priced.
Built for Market Research
Utilising our open and robust APIs, and using industry standard high quality components, Sytel are experts in integration with 3rd party software and services, e.g:
- CATI products such as Nebu, Nipo, Forsta, Unicom Intelligence (formerly IBM SPSS® Data Collection 6) and others as demand dictates
- Any digital PBX or VoIP gateway
Minimal IT requirement
Sytel solutions for market research are delivered as software only and are quick to integrate and easy to manage, keeping your IT costs down and delivering a faster ROI.
Deployment without disruption
Deployment is easy, quick and clean. A Sytel solution can be up and running in days, not months, with no impact on your day-to-day operations. When you are ready, the shift is easy.
One dialer, multiple sites
Many physical sites can be driven by a single central dialer, which continually maximizes agent productivity by balancing the load.
One dialer, multiple CATIs
Campaigns can be run simultaneously using different CATI systems, each tightly integrated with the dialer, giving you freedom to choose the best CATI tool for each individual job.
Predictive capability, without peer
Sytel’s world-leading algorithms and its unique agent management system mean that the predictive benefits, for the first time in the industry, can significantly impact the bottom line.
VoIP as standard
As well as saving you money on calls, native VoIP support means that Sytel solutions can be software-only. This removes the need for expensive telephony hardware, and means you can buy your servers locally, avoiding expensive shipping costs.
Powerful IVR
Use our powerful visual scripting tools to utilize outbound IVR as a gateway to agents or even create an IVR-only campaign.
Versatile call recording
Conversations can be recorded as required: every call, per campaign, team or agent, even triggered at a certain point in a script. Recordings are archived and can be searched and played quickly and easily.
Monitoring and coaching
Live interviews can be monitored remotely. Sometimes you need covert access, sometimes you need to enter the conversation. The functionality you expect is a button-click away. Using native multi-tenancy, supervisor access can be limited to specific campaigns only.
24/7 support
No matter where you are in the world, we offer a response time of just 1 hour, backed up by remote support from qualified and knowledgeable engineers.
Powering your research solution
No solution for market research has the range of features of Sytel’s product and just works! Contact us to find out what we can do to power your research. Or ask to talk to some of our users.
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