Analytics and Data Feeds

Measure and evaluate performance at every level

At a Glance

Analytics and Data Feeds

Data points for every state change of every entity

Analytics and Data Feeds

Real-time and historical data

Analytics and Data Feeds

Highly flexible & configurable visualisation tool

Analytics and Data Feeds

Output to any relational database

Analytics and Data Feeds

Output to any 3rd party reporting tools

Analytics 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) - 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 Platform

Softdial Contact Center™ - tightly integrated modules, 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 SMEs 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