WebRTC Can Bring Joy To The Agent

February, 2016

WebRTC opens up options further for contact centers to employ the right agents who may be more nomadic.

When we think of a contact center, we traditionally picture a building or two with a mass of people inside, all talking on phones. The whole setup – buildings, people, desks, chairs and of course telephones, computer hardware and software is a big investment that has been perhaps years in the making and costs a great deal to maintain.

The Cloud is changing this model and the costly capital investments of the past can largely be replaced by services available over the internet and paid for as needed. One particular tool that is making this adoption easier and quicker is WebRTC.

Gone are the requirements for a physical phone plugged into a legacy on-premise system. Agents can now be located wherever you like and through WebRTC the only tool they need to start working in your contact centre is a computer or tablet with a browser. A remote contact center agent simply needs to access a given url and the contact center functionality will be supplied to their screen, including the ability to make voice and video calls.

Remote agents can become nomadic if they choose. As long as they can access the internet and have a decent connection there is no reason why they need to always be in the same location. Perfect for agents who lead a less conventional lifestyle and ideal for contact centers who value those agents’ skills and want to keep hold of them.

Not only will the agent be able to talk to the customer, WebRTC capability includes video functionality which can greatly enhance the agent/customer experience and increase overall satisfaction for both. The ability for agents to co-browse with customers and colleagues further adds to the benefits offered through WebRTC; one click is all that is needed, no time consuming additional login required to a separate application.

The WebRTC function for the agent can be provided in whatever guise is required; a simple button which opens up when clicked to display a traditional keypad where the agent clicks the digits required to dial a telephone number or it might be a small entry field that displays the number that has been typed in. Regardless of display layout, the ease with which a number can be dialed is not changed.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or 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 Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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 Types

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

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent 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


A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • 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™

    Best-of-breed predictive dialing 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™

    Comprehensive configuration and control for outbound campaigns

  • 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

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

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

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app