3rd Party Messaging Integration

At a Glance

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Ready-to-go integrations with Facebook, Telegram, WhatsApp, SMS and others
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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

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