All Media Channels

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

At a Glance

Contact center software with all media channels

Handles voice, email, chat, SMS, social

Contact center software with all media channels

Any future channel added with ease

Contact center software with all media channels

Enables gradual digital transformation

Contact center software with all media channels

Switch easily between media channels

Meet and Exceed Customer Expectations

Today’s consumer has become a ‘master of multimedia’, expecting to interact with organisations using the channel and at a time that best suits them, and expecting prompt, informed responses.

With Softdial Contact Center™ (SCC) you can meet and exceed these expectations, by managing customer interactions on all media channels — voice, chat, email, SMS and social messaging – fully integrated and blended dynamically throughout the system, from queueing decisions to reporting. Agents can work with multiple live contact sessions on any media channel, presented within SCC’s blended media desktop.

You can use SCC to create exceptional customer experiences, valuing customers and genuinely treating all communications from them as important. This increases first-contact resolution, boosts customer loyalty and makes them keen brand promoters.

Whether you are a small organization with multi-skilled staff, or a large outsourcer with specialized teams, SCC makes best possible use of all available resources, automatically..

Omnichannel is not enough

The term omnichannel means making use of all media channels (voice, email, chat, social, SMS, etc) so that customers can be connected to and with, in any which way. Most vendors (including Sytel) offer this. But omnichannel alone is not enough to produce high-quality service and make the best use of agent time.

For that, you need to blend agents and balance load across all media channels. But that’s a real challenge, with many dimensions: agents may have different skillsets across a number of channels, or may be better at sales than service. Perhaps they are already maxed out dealing with chat and social messaging. And what impact will connecting a call to a particular agent have on all the other SLAs that need balancing?

The solution is SCC’s dynamic workforce management, automatically blending agents across inbound/ outbound and load balancing customer contact sessions across all media channels.

Fully Blended Omnichannel
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We always took it for granted that ‘omnichannel’ was about logging in and out of different media channels.

Then we discovered Sytel’s ‘multichannel’ solution. The flow of sessions of all types to our agents, all landing in the same ‘inbox’, has doubled our efficiency.

Digital transformation

With SCC, organisations needing to introduce new channels can do so gradually, enabling low cost/ low risk digital transformation.

This allows businesses to be more agile and grow into new markets in a controlled way that ensures success, working towards being available on the channels and at the time their customers require, even 24×7. Users can extend their reach gradually into new markets and demographics, opening up new channels to a new audience.

And SCC is flexible enough to accommodate any media channels that arise in the future, incorporating them throughout the system. This future-proofs any investment in SCC and avoids the disruption and expense of rip-and-replace.

Switching between media channels

SCC allows both customer and agent to move seamlessly across media channels. For instance:

  • a customer in a web chat session may want to speak to the agent instead
  • a customer would like a phone call to be followed immediately by a WhatsApp message or SMS
  • if a text chat session is not going well, the agent may want to turn that session immediately into a live voice call.

SCC’s smooth channel-switching enhances the journey for both customer and agent, creating opportunities for exceptional customer service.

To learn more about how SCC operates with 3rd party messaging applications, see 3rd Party Messaging Integration.
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

Capabilities

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

Automated, ‘best available’ decisions to manage agents and balance work load, 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

Modules

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

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

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

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

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