All Media Types

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

At a Glance

All Media Types
Handles voice, email, chat, SMS, social, video
All Media Types
Any future channel added with ease
All Media Types
Enables gradual digital transformation
All Media Types
Switch easily between media types

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 of all media types — voice, chat, email, SMS, social messaging and video – fully integrated and blended dynamically throughout the system, from queueing decisions to reporting. Agents can work with multiple live contact sessions of any media type, 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 media blending, automatically blending agents across inbound/ outbound and load balancing customer contact sessions across all media types.

Blended multi-media
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We always took it for granted that ‘omnichannel’ was about logging in and out of different media types.

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 types 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 types

SCC allows both customer and agent to move seamlessly across media types. 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 types, see Dynamic Media Blending

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

  • Contact Center as a Service (CCaaS)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • 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

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 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

  • 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

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

Markets

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