Sytel Automates the Contact Center

Sytel, a UK-based vendor of a Contact Center as a Service (CCaaS) cloud platform, has predicted that as automation is introduced to manage service levels in the contact center, the need for supervisor intervention will be reduced by 90%+.
AYLESBURY, U.K. - April 12, 2024 - PRLog -- The claim is made as Sytel release their Sytel Real-Time Automation (SRA) solution, which automatically assigns agents to work on queues where the service level is under threat, no matter what the media type.

Sytel CEO Michael McKinlay commented "Automation of inbound operations is a logical step forward. What is surprising is that it has taken the industry until now to achieve it.

"Does SRA put supervisors out of a job? Automation will do some of the work supervisors currently do, and do it much more efficiently. But no supervisor wants to spend their time stressing about where to pull agents from to help a struggling queue. Automation frees supervisors for higher value tasks, like coaching, encouraging their teams and quality monitoring."

McKinlay continued "This job has become increasingly complex, even impossible. That's especially true for larger contact centers needing to manage customer engagements across voice as well as web chat, email, SMS, WhatsApp, etc."

"The best answer? Automation! SRA is making the best possible decisions automatically, literally second by second, so that any supply/ demand imbalance is shared between queues, and no single service level falls off a cliff. Automated service level management ensures that no agent time is wasted, keeps wait times for customers low, and, crucially, offers supervisors freedom from the stress of managing service levels manually.

"It's a big win for the power of AI and a huge win for CX as customer wait times are now kept under control," said McKinlay.

JRC in Brazil has been an enthusiastic user of Sytel's automation solutions for several years. JRC provide a wide range of products and services to support major national infrastructure projects. JRC CEO Jose Rubens Cavalari commented:

"Our customers love the way Sytel Real-Time Automation solves, once and for all, the issue of how to control SLAs and customer wait times in a busy contact center.  They have been waiting for this product for years; how come it took so long!?"

Nielsen, a leader in global market research, have used the Sytel AI Dialerâ„¢ for a decade to drive their CATI operations. Nielsen's Senior Director of Technology Patrick Kirk commented:

"Sytel have done a stellar job of automating the outbound contact center.  They are bringing the same expertise to automating the inbound center and this is simply a game-changer."

To see SRA in action, see

For a free trial, email Sytel at

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Jamie Stewart
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