• Developer: Sytel
  • Headquarter: Buckinghamshire, UK
  • Category: Software for contact / call centre, Softdial, Predictive Dialer
  • Homepage:

sytel-architectureSytel Ltd.

Specialist for call centre solutions

Sytel offers IT solutions for call center since 2002. Today, Sytel is market leader in Predictive Dialing – one of the basic tools for cost controlling in contact centers world wide.
Sytel has extensive experience with companies that demand a state-of-the-art contact center for their everyday work. Sytel’s solution, thus, are not only interesting for market research but also in areas of receivables management, fundraising, telemarketing or customer service.

Outbound calls, Inbound call management, call recording and screen recording, IVR (interactive voice response) and reporting, all integrated in one product.
No additional setup is needed to integrate the dialer. Sytel allows you to have a quick start, less risk and lower one-time and continuous technical cost.

Softdial Contact Center ™ (SCC) offers Predictive Dialing with unprecedented power – it facilitates maximum conversation time for the call center agents and minimizes Abandoned Calls. The dialer component Softdial Plugin® in SCC offers preview, progressive and Predictive Dialing. It is possible to switch between the individual modes.

Overview of some of the Sytel features

  • Preview, progressive and Predictive Dialing for Outbound
  • Inbound/Outbound call management
  • Audio and screen recording
  • Dynamic call routing
  • Detailed call monitoring
  • Management reporting
  • Interactive Voice Response (IVR)
  • Media blending

Can be combined with:

  • IBM SPSS Data Collection 6
  • Quancept
  • Confirmit
  • Nebu
  • Nipo
  • CfMC
  • Askia

Virtual call center integration

inITova offers you the combination of Sytel and the powerful data collection software Nebu as an independent and hosted solution for your market research work. Install a complete virtual call center with our solution, a combination of Nebu / Sytel and our contract partner blueSIP. This means your interviewer downloads a softphone and works from home or in multiple decentralized CATI studios. External diallers can use blueSIP to login instead of VPN.

Sytel’s high-end Autodialer enables complete call monitoring and call recording of decentralized working interviewers. Nebu project can be outsourced flexibly. The dialer can be configured in a way that the interviewee receives the number of the executive institute.

IVR (Interactive Voice Response)

It is more than just a recognizing, recording and routing application. Based on the diverse Softdial Contact Center™ architecture Softdial IVR™ uses the powerful functions of CallGem® , Softdial Scripter™, Softdial Campaign Manager™ and Softdial telefonie and media services to create a in- and outbound IVR solution.

Predictive Dialer

The Predictive Dialing engine has advantages over standard dialer as it does not rely on traditional mathematic modelling. Sytel will create more contacts and less Abandoned Calls than any other dialer in the industry.

The Sytel-Dialer provides superior Inbound- and Blended-functions. Real call blending distributes incoming calls to agents while s/he waits for predictive outbound calls. A incoming call can quickly be routed to one of the accounts independent of the fact that this account is listed on the outbound call list, thanks to the close integration with the collection system.

Sytel invested many man-years of development in their Dialing Engine, which is known today as Virtual Event Machine (VEM)®. The simulator-engine, which was developed in particular for the outbound market, monitors continuously all aspects of the dialing process. The selection rate is continuously updated based on up to 40 million simulated calls per second.