1. © 2014 Sytel Limited Version 3.5 Why Sytel?

2. © 2014 Sytel Limited Version 3.5 ‘All in one’ suite… …or components

3. © 2014 Sytel Limited Version 3.5 The Market Evolved over time Awkward, incomplete integration Custom connectors Many separate software releases Many separate support teams Many separate report systems Higher... management overhead time to implement cost

4. © 2014 Sytel Limited Version 3.5 Sytel integrated solution Developed over time Tight integration Single software release Single support team Single report system Sytel Applications WFM CATI CRM Database management overhead time to implement cost Lower...

5. © 2014 Sytel Limited Version 3.5 Sytel for communications Sytel services Agent IVR Hi… Voice SMS Email Chat Corporate Customer

6. © 2014 Sytel Limited Version 3.5 Sytel for applications Sytel services 3 rd party services Database Reporting Scripting Call Recording CRM ERP CATI Configuration management

7. © 2014 Sytel Limited Version 3.5 Markets Market research Collections Telemarketing Customer service Sytel services

8. © 2014 Sytel Limited Version 3.5 For contact center, enterprise, hosted provider network provider,

9. © 2014 Sytel Limited Version 3.5 Large, experienced development team

10. © 2014 Sytel Limited Version 3.5 We guide the regulators

11. © 2014 Sytel Limited Version 3.5 Very happy customers!

12. © 2014 Sytel Limited Version 3.5 Some Sytel Partners COMARCH

13. © 2014 Sytel Limited Version 3.5 Companies that use the Sytel dialer

14. © 2014 Sytel Limited Version 3.5 Highly distributed Data Apps People Anywhere!

15. © 2014 Sytel Limited Version 3.5 24/7/365 support

16. © 2014 Sytel Limited Version 3.5 Softdial Contact Center™

17. © 2014 Sytel Limited Version 3.5 Media Queue Management Outbound EmailChat etc Database / social media / CRM Inbound 1 2 1 2 Sytel Media Queues Queues – local or global

18. © 2014 Sytel Limited Version 3.5 Media Sessions Inbound Outbound EmailChat etc 1 2 3 4 2 3 4 1 5 1 2 3 1 2 Agents assigned according to skills 1 2 1 2

19. © 2014 Sytel Limited Version 3.5 Media Blending Inbound Outbound EmailChat etc 1 2 3 4 2 3 4 1 5 1 2 3 1 2 6 5 Service level OK Service level exceeded Inbound spike!Automatically re-assign agents 1 2 1 2

20. © 2014 Sytel Limited Version 3.5 Architecture

21. © 2014 Sytel Limited Version 3.5 Secure multi-tenancy Softdial services Landlord Tenants 3 2 4, 5 etc 1

22. © 2014 Sytel Limited Version 3.5 Secure web interfaces Softdial services Secure HTTP (HTTPS) Agent IT/ mgmt

23. © 2014 Sytel Limited Version 3.5 Media integration ACD Email services SMS gateways IM services Social network interfaces XMPP POP3 IMAP WSDL Workflow server bespoke Softdial services Plugins Sessions