Analytics and Data Feeds

Measure and evaluate performance at every level

At a Glance

Reporting and Data Feeds
Data points for every state change of every entity
Reporting and Data Feeds
Real-time and historical data
Reporting and Data Feeds
Highly flexible & configurable visualisation tool
Reporting and Data Feeds
Output to any relational database
Reporting and Data Feeds
Output to any 3rd party reporting tools
Reporting and Data Feeds
Export in CSV or Excel formats

Reporting solutions to fit any requirement

As customer contact sessions are conducted, data events and duration statistics are generated at every point, and at many levels of the ecosystem – session, agent, queue, campaign.

Softdial Contact Center™ (SCC) provides several reporting solutions for capturing, viewing and analysing these data points to suit the different requirements of individual contact centers.

These are:

1. Softdial Reporter™ 5

Softdial Reporter 5 is Sytel’s sophisticated web-based reporting application with a highly flexible and configurable user interface.

It allows for a rich variety of reports, with clear visuals of all information feeds from SCC. All reports can be added, deleted and resized as required, all from the same dashboard.

Reporter 5 allows users to create and modify their own reports. They can monitor progress online or schedule printed reports to be sent to them. It adds new KPIs and encompasses all agent activities across all media content including text-based sessions such as web chat, chat and email.

Explore the capabilities of Softdial Reporter here >>

Analytics and Data Feeds - Softdial Reporter

Softdial Reporter

2. Reporting feeds

A simple stream of event data that can be received by one or more external reporting applications. The information can be used for reporting on campaign, queue, agent or telephony operations.

By subscribing for status updates in SCC, end users can generate more customised reports.

Find out how reporting feeds work here >>

Did you know?

No more need for an army of support staff gathering and publishing performance data. SCC’s enhanced reporting tools enables companies to slash their analytics budget by 50%.

3. Database feeds

All activities in the contact center generate individual data events which are sent to SCC. These events can be fed to a relational database and utilised by end users who wish to do their own reporting.

SCC offers historical as well as real time feeds of literally all event data in the system. Histories of all media sessions are kept within SCC and can be retrieved at any time.

Find out more about database feeds here >>

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

Flexible Contact Center Platform

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

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

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

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

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

All Media Types

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

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

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

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

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

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™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

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

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

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

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

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

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

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

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app