Call center software & solutions

Sytel lives day by day at the coalface of contact center software design.

We take on the hard tasks that many other companies balk at. We invent from the ground up, working to bring you the best call center software solutions to the toughest challenges, resulting in world-class, best-of-breed call center software.

With this blog, we aim to educate, illuminate and also challenge the call center industry. Expect us to talk about call center technology, but technology is just a means to an end. What matters ultimately is the quality of the service that technology can provide for customers. So expect the blog to be wide-ranging. And expect us to shed new light on received call center industry wisdom.

You may not agree with everything we say. Great! Informed debate lies at the heart of innovation. So feel free to give us your feedback and if you argue your case well, we may post your ideas on the blog.


Predictive dialing under regulation - all pain, little gain

November, 2012

Virtually no predictive dialers were designed to deliver good performance under Ofcom/ FTC rules for abandoned calls. This blog explores the implications for the operators and the industry.

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How to Juggle with 4 Balls (and a Chainsaw) – Part 2

November, 2012

The tools that enable continual evaluation, training and improvement are standard for voice-only interactions, but how about web chat, email, SMS, video and others?

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5 signposts on the road to VoIP

October, 2012

Taking the plunge from TDM to IP can be a daunting prospect. Here are 5 often overlooked signposts to save a lot of headache and back-tracking further along.

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What is a 'universal queue'? (And is it a good thing?)

September, 2012

There are many definitions out there for the term 'universal queue'. They all sound great but are very agent-centric. Here we call for an alternative that can actually deliver satisfaction for the customer.

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High availability - seeing the bigger picture

August, 2012

Some vendors' claims for very high uptime - maybe 99.999% - refer to software only. But for cloud-based contact centers, the vast majority of downtime is caused by hardware and network failure. This blog looks at the real areas of risk.

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Drinking from the fire hose - The challenge of 'big data' in the contact center

July, 2012

Data produced by virtual/ cloud-based contact centers has the potential to grow massively in a short time, and is virtually unlimited. Managers must carefully consider how to cope with, and extract value from, this big data load.

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The Pain of Separation - Call Flow Scripting for IVR and Live Agents

June, 2012

By and large, call center scripting tools are built either for IVR only, or for agent scripts only, and are entirely separate entities. Why? This blog offers some answers and a way forward.

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Closed vs. open - 2 roads to market

May, 2012

Most companies fit into one of two camps; closed architecture (promoting 'own brand' only) or open architecture (offering APIs to other products). Here we compare and contrast the two approaches.

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Network Answering Machine Detection - myth or reality?

April, 2012

Sytel's contribution to the latest controversy over Network AMD, and some background on how we got here.

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Keeping cloud services on tap

March, 2012

How do providers of high availability cloud-based or hosted contact center services prevent failure and disaster from becoming loss of service?

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Can You Spare a Minute?

February, 2012

As delivery of cloud computing services threatens to become a way of life, it is timely to look at where vendors like ourselves should be concentrating their efforts to ensure high availability.

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How to Juggle with 4 Balls (and a Chainsaw) – Part 1

December, 2011

To keep the customer happy a contact center must manage voice, email, web chat, video, text (and others) successfully. Here we look at the technological challenges in delivering speed of response in a multi-channel contact center.

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"Press *0 to hear the options agai..."

November, 2011

IVR systems can be both difficult to design and set up, and difficult to manage and update, resulting in low usability and user frustration. So, in terms of technology, what are the features of an easy-to-design, easy-to-manage IVR system? Here’s our top six.

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Do you know your predictive gain?

October, 2011

Many users are still buying predictive dialers without looking under the cover. If you really care about getting the best performance out of your predictive dialer, you must know your predictive gain!

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5 must-haves for great call center reporting

September, 2011

Call center managers should be armed with the crucial information that allows them to make the best business decisions. Here are 5 requirements for a call center reporting package that actually does the job.

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Top 5 myths of outbound calling

August, 2011

Here are the top 5 misconceptions about how predictive dialers actually work, along with some suggestions for better practice.

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Waking up to silent calls

July, 2011

As Turkey considers the impact of silent calls produced by predictive dialers, we point out some lessons that can be learned from the US and the UK where this path has been trodden before.

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The shifting sands of social media

June, 2011

As the sands of social media shift at a fairly bewildering rate, prepare for an avalanche of social media analytics tools. But effective analytics is not going to be easy.

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The great answering machine debate

May, 2011

Tape-based answering machines have long been displaced by digital technology, rendering many answering machine detection (AMD) algorithms unreliable at best. But enthusiasm for the use of AMD remains strong. Why?

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Beyond first call resolution

April, 2011

First call resolution has become the Holy Grail of customer service in recent years. But how has the advent of other media types such as SMS, email and chat changed this?

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Some of the Sytel Bloggers

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