1. Why Sytel?

2. ‘All in one’ suite… …or components
One stop shopping for all call/ media sessions
…or components

3. 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. Sytel integrated solution
• Developed over time
• Tight integration
• Single software release
• Single support team
• Single report system
Applications
WFM
CATI
CRM
Database
management overhead
time to implement
cost
Lower...

5. Sytel for communications
Corporate
Voice
Agent
One stop shopping for all call/ media sessions
Sytel
services
SMS
IVR
Hi…
Chat
Customer

6. Sytel for applications
Configuration
management
One stop shopping for all call/ media sessions
Database
Scripting
3rd party
services
Sytel
services
CRM
ERP
CATI
Call Recording
Reporting

7. Markets Telemarketing Customer service Collections Market research
Sytel
services
Collections
Market research

8. For contact center,
enterprise,
network provider,
hosted provider

9. Large, experienced development team

10. We guide the regulators
Provide guidance to regulators on dialing best practice
FTC/ FCC in US
DMA in US and UK
Ofcom in UK

11. Very happy customers!
One stop shopping for all call/ media sessions

12. Some Sytel Partners COMARCH
One stop shopping for all call/ media sessions
COMARCH

13. Companies that use Sytel
One stop shopping for all call/ media sessions

14. Highly distributed Anywhere! Data Apps People
The ability to distribute apps anywhere is quite unique – we can do same with the telephony The only real constraint is outside network capability e.g. bandwidth, latency etc
People
Anywhere!

15. 24/7/365 support

16. Softdial Contact Center™

17. Database / social media / CRM
Media Queue Management
Queues –
local or global
Database / social media / CRM
Sytel Media Queues
Softdial CallGem™ (Outbound and Inbound) acts as the central control unit for all Softdial components, exposing the API for integration with 3rd party applications.
Softdial Plugin® Dialer (Outbound only) dynamically optimises call transfer rate based on resource availability (eg trunk lines and agents) within country specific compliance requirements. This module not shown separately but is included in Softdial CallGem™ for Outbound configurations.
Softdial Campaign Manager™ provides supervisory control over campaign performance and acts as the link between the campaign database and the Softdial Plugin® dialer.
Softdial Scripter™ generates flexible scripting templates for agent prompts and input to maximise live call success rates. Also acts as user interface for a range of calling features such as call recording, call transfer etc.
Softdial Reporter™ reports detailed campaign and agent performance data
Softdial Telephony Gateway™ routes all inbound and outbound calls as directed by Softdial Plugin® - also provides call recording capability
Softdial Recording Viewer retrieves and replays recordings from the call recording database
Softdial Phone provides software based agent and supervisor hand / headset control, integrated with Softdial Contact Center.
etc
Inbound
Outbound
Chat 1 1 2 2

18. Media Sessions Agents assigned according to skills Inbound Outbound
Chat
etc 1 2 3 1 2 1 2 3 4 2 3 4 1 5
etc
Softdial CallGem™ (Outbound and Inbound) acts as the central control unit for all Softdial components, exposing the API for integration with 3rd party applications.
Softdial Plugin® Dialer (Outbound only) dynamically optimises call transfer rate based on resource availability (eg trunk lines and agents) within country specific compliance requirements. This module not shown separately but is included in Softdial CallGem™ for Outbound configurations.
Softdial Campaign Manager™ provides supervisory control over campaign performance and acts as the link between the campaign database and the Softdial Plugin® dialer.
Softdial Scripter™ generates flexible scripting templates for agent prompts and input to maximise live call success rates. Also acts as user interface for a range of calling features such as call recording, call transfer etc.
Softdial Reporter™ reports detailed campaign and agent performance data
Softdial Telephony Gateway™ routes all inbound and outbound calls as directed by Softdial Plugin® - also provides call recording capability
Softdial Recording Viewer retrieves and replays recordings from the call recording database
Softdial Phone provides software based agent and supervisor hand / headset control, integrated with Softdial Contact Center. 1 1 2 2

19. Media Blending Automatically re-assign agents Inbound spike! Inbound
Outbound
Chat
etc 1 1 1 1 2 2 2 2 3 3
Softdial CallGem™ (Outbound and Inbound) acts as the central control unit for all Softdial components, exposing the API for integration with 3rd party applications.
Softdial Plugin® Dialer (Outbound only) dynamically optimises call transfer rate based on resource availability (eg trunk lines and agents) within country specific compliance requirements. This module not shown separately but is included in Softdial CallGem™ for Outbound configurations.
Softdial Campaign Manager™ provides supervisory control over campaign performance and acts as the link between the campaign database and the Softdial Plugin® dialer.
Softdial Scripter™ generates flexible scripting templates for agent prompts and input to maximise live call success rates. Also acts as user interface for a range of calling features such as call recording, call transfer etc.
Softdial Reporter™ reports detailed campaign and agent performance data
Softdial Telephony Gateway™ routes all inbound and outbound calls as directed by Softdial Plugin® - also provides call recording capability
Softdial Recording Viewer retrieves and replays recordings from the call recording database
Softdial Phone provides software based agent and supervisor hand / headset control, integrated with Softdial Contact Center. 3 4 4 5 5 6
etc 1 1 2 2
Service level OK
Service level
exceeded

20. Architecture
Softdial CallGem™ (Outbound and Inbound) acts as the central control unit for all Softdial components, exposing the API for integration with 3rd party applications.
Softdial Plugin® Dialer (Outbound only) dynamically optimises call transfer rate based on resource availability (eg trunk lines and agents) within country specific compliance requirements. This module not shown separately but is included in Softdial CallGem™ for Outbound configurations.
Softdial Campaign Manager™ provides supervisory control over campaign performance and acts as the link between the campaign database and the Softdial Plugin® dialer.
Softdial Scripter™ generates flexible scripting templates for agent prompts and input to maximise live call success rates. Also acts as user interface for a range of calling features such as call recording, call transfer etc.
Softdial Reporter™ reports detailed campaign and agent performance data
Softdial Telephony Gateway™ routes all inbound and outbound calls as directed by Softdial Plugin® - also provides call recording capability
Softdial Recording Viewer retrieves and replays recordings from the call recording database
Softdial Phone provides software based agent and supervisor hand / headset control, integrated with Softdial Contact Center.

21. Secure multi-tenancy
Landlord
Softdial
services
Tenants
4, 5
etc 1 2 3

22. Secure web interfaces Agent Secure HTTP Softdial (HTTPS) services
Secure web transport takes the risk out of home working
Encrypted data for all transmission
Secure
HTTP
(HTTPS)
Agent
Softdial
services
IT/ mgmt

23. Media integration ACD Plugins Sessions Workflow Softdial server
services
POP3
Sessions
IMAP
SMS
gateways
Mediation interfaces are 2-way
Workflow
server
Softdial
services
WSDL
ACD IM
services
XMPP
Social network
interfaces
bespoke