Agent Multi-Tasking

Work with multiple live contact sessions on any media channel

At a Glance

Contact center software Agent Multi-Tasking

Multiple simultaneous live contact sessions

Contact center software Agent Multi-Tasking

Switch easily between channels

Contact center software Agent Multi-Tasking

Minimise agent idle time

Contact center software Agent Multi-Tasking

Specify workload for each agent

Contact center software Agent Multi-Tasking

Variety aids agent job satisfaction

What is Agent Multi-Tasking?

With Softdial Contact Center™ (SCC), agents can work with multiple live contact sessions of any media channel, presented within the Agent Desktop, SCC’s unified web-based workspace.

Back when ‘contact centers’ were ‘call centers’, agents would handle voice calls in series; one would end, another would begin.

With the evolution of omnichannel and the addition of text-based media sessions that work on different timescales to voice sessions, agents can potentially work on several contact sessions simultaneously. This enables agents to multi-task, increasing productivity by cutting idle time.

Switch easily between live sessions

In SCCs Agent Desktop, agents can multi-task across multiple live text-based sessions – SMS, web chat, email, WhatsApp or any other social messaging – at any one time. And a voice session may be added when necessary, popping into a work tab in the same way as text sessions. This allows agents to work on the task with the highest value at that time, i.e. a voice session, or the text session with the longest wait time. Any live session may be worked on by simply switching between tabs.

An agent can upgrade any conversation to a different channel, e.g. a chat session to a voice session, at the click of a button.

Improving agent productivity

Multi-tasking greatly improves agent utilisation. Agent idle time is virtually eliminated, and reliance on workforce management predictions greatly reduced.

With Agent Desktop, in order to switch between media channels, agents don’t have to log out of one and into another. Traversing channels is easy and instant, so they can be more productive. And with all media channels presented in the same tool with the same look and feel, agents no longer have to learn how to navigate multiple systems, reducing agent training costs.

By providing a varied and refreshing work load across all media channels, in an effective multi-session environment, the agent’s job is more interesting and rewarding. This makes for happier, more productive agents, ready to provide great service, who are more likely to flourish, and less likely to leave.

Agent desktop

Tailoring workflow for each agent

Rather than a one-size-fits-all approach, supervisors can specify how many sessions of each media channel each agent is allowed to handle concurrently, taking their particular strengths and weaknesses into account, e.g. they may excel in sales rather than service, or web chat rather than email, or just one chat at a time rather than three.

In this way, agents are set up to succeed, achieving their full potential, and businesses benefit from the highest possible productivity from each agent.

To learn more about how SCC balances the work load across all media channels, see Dynamic Workforce Management

Explore more of SCC’s capabilities:

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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