Real-Time Automation for Workforce Management (WFM)

July, 2023

In order to get sessions to the right or best agent, deploy resources optimally and deliver the best possible service to customers, the right solution has to be intraday automation. Human beings alone just can’t achieve these objectives.

‘Omnichannel’, ‘Predictive Dialer’, ‘ACD’…

These terms can hide or reveal all kinds of hidden treasures that buyers need to be aware of.  All vendors claim to do ‘omnichannel’, but what does this really mean? (See our blog – Omnichannel, Customer Journeys And Contact Center Performance – where we discuss this.)

Automating Real-Time Workforce Management (WFM)

The Evolution of the ACD

So too with ‘ACD’.  All contact center vendors offer one, but as we have discussed in our blogs before, there are many varieties of ACD.  In the early days, there were simply routing engines for voice calls, using simple rule sets.  And they operated in silos with no thought for resource utilisation and constraints in other contact channels.

Then came automated blending with outbound voice.  Do it right and you don’t need to abandon an outbound call in order to move an agent from an outbound queue to pick up a waiting inbound call.

And routing logic got better.  So you could examine an incoming call and decide which agent or queue to assign it to.  And for most ACDs that’s as far as they get to.

But there’s more …

The Omnichannel ACD

We live in a world of multiple contact channels and it is reasonable to expect that contact center agents should be able to manage any and all of them – even several at once.

So, the challenge for the ACD has been transformed.  It must no longer manage just calls (i.e. voice) but chat, social media, email and so on too.  It’s a far cry from the siloed ACD of just inbound voice only.

There are a lot more moving parts and possible connections between agents and customers, and the human brain is incapable of managing them all.

Introducing Intraday Automation

In order to get sessions to the right or best agent, deploy resources optimally and deliver the best possible service to customers, the right solution has to be automation. Human beings alone just can’t achieve these objectives.

So, move forward to a world where we know what skills our agents have and what the SLAs are for all of our queues.  Reasonable? Of course.

Using this information, automation can effectively blend across all contact channels and in the process, free supervisors from the impossible task of doing this themselves.

There’s strong correlation with the challenge for outbound.  Many dialers still require human intervention, but the best dialers don’t and are (or should be) fully automated.

And there is a new (well, new-ish) term for this – intraday automation.  If your ACD vendor hasn’t got there yet, ask them ‘by when?’  Or just talk to us.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.

All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Software

Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers – global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration via APIs

‘Swap out’ components and integrate with 3rd party apps

World Class Development

Continuous evolution pushing technical boundaries


Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Channels

Voice, chat, email, social, etc – fully integrated and blended

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Optimise agent usage and balance workloads in real-time without human intervention, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Smart rules and ‘best-available’ decisions to drive great customer service

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations


Drive operational efficiency, increase customer satisfaction & improve agent performance

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Maximum predictive dialing performance, under any compliance rules

Softdial Pathfinder™

Precise routing rules for ‘best available’ connection

Softdial Media Server™

Core telephony functions to manage all inbound/outbound SIP calls

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer


Performance and efficiency for a wide range of business applications

By Business Type


A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Debt Collection

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing


Secure, highly-configurable multichannel communications for excellence in patient care