3rd Party Messaging Integration

At a Glance

w
Ready-to-go integrations with Facebook, Telegram, WhatsApp, SMS and others
w
Allows easy integration of custom bridges

About 3rd Party Messaging Integration

To enable contact centers to provide service on the channel of the customer’s choice, Softdial Contact Center™ (SCC) provides:

  • ready-to-go integrations with a range of existing text applications, e.g. Facebook, Telegram, WhatsApp, SMS, via a set of bridges
  • straightforward guidelines to enable integration bridges to be built for any 3rd party text or chat service.

 

How it works

The Softdial Chat Server receives the text information from the bridge and manages the conversations between the end customer and the Sytel services.

When a chat session is started, Sytel’s routing mechanism, Softdial Pathfinder™ will follow all the configured routing rules to determine where to send the text; to a live agent, a virtual IVR agent or to a chatbot bridge for communication with a chatbot.

A text session may be passed between destinations as the situation requires, for example:

  • a live agent may transfer a text session to a chatbot in order to process card payment details
  • a chatbot might transfer a text session to a live agent if the conversation becomes too complex for the chatbot.

When a text session is transferred from one destination to another, the conversation history is made available to the next destination, removing the need to re-establish who the customer is.

The agent experience is the same no matter where the message is coming from.

An example of integration of 3rd party messaging text applications with SCC
An example of integration of 3rd party messaging text applications with SCC

An example use case

Here is an example of a use case where an internal chatbot handles an upgrade of a TV package by communicating with an external AI chatbot.

An example of a dialog flow using an integration with an external AI chatbot
An example of a dialog flow using an integration with an external AI chatbot

In this flow example:

  1. a conversation is initiated by either the chatbot, or the customer
  2. the chatbot asks questions of the customer and qualifies their customer’s ID
  3. if successful, the chatbot asks an open question – How can I help?
  4. the customer requests an upgrade
  5. the internal bot then acts as intermediary between the customer and the external bot, either
  6. forwarding questions and answers, e.g. Q: Which package would you like? A: The Super Max 502, or
  7. performing actions e.g. transferring to a live agent, if the chatbot senses that otherwise the customer may sign off
  8. the customer indicates that they have no more questions
  9. the internal bot executes the upgrade and closes the conversation.

 

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

  • 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

  • Intelligent 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