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

    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 Workforce Management

    Automated, ‘best available’ decisions to manage agents & 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 dialer; maximum 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™

    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