Softdial Phone™ is an integrated software telephone user interface for use by call center agents, supervisors and administration staff.
In addition to standard outbound and inbound calling functions Softdial Phone™ provides access to advanced dialer features including call transfer, call conferencing and call recording. It is fully integrated with the Softdial CallGem® management functions such as agent logon, agent logoff and supports predictive campaigns with 'Go Available' and 'Go on Break'.
Softdial Phone™ works with CallGem's presence management to keeps track of agent availability and maintains call and contact history for easy and fast location of previous callers by name or number.
While a call is in progress, the yellow display area shows essential information about the call:
Softdial Phone™ has a highly intuitive user interface with tooltips on each control indicating its function. The user interface has been carefully designed for fast efficient workflow.
All connection, logon and optional parameters can be pre-configured and automatically activated on startup:
Full integration with the CallGem multi-tenant model means that multi-tenancy and tenant security is supported. Users must specify the tenant name, user id and password at logon.
Once logged on, the agent or supervisor has all the features they require easily accessible on the circumference of the phone interface avoiding the need to search through multiple menu lists.
Softdial Phone™ provides a full range of essential supervisor features for maintaining call quality:
All calls may be recorded by selecting the Record All Calls option at logon or individual calls may be selectively recorded by the agent.
The keypad also features a 'speed dial' mode for frequently used numbers and a range of user configurable options (see left) that are designed to improve agent efficiency and make the Softdial Phone™ user interface straightforward and easy to learn.
Softdial Phone™ is also fully compatible with Sytel's IP telephony solutions and includes full SIP user agent support.