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.
Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale
Partners can run a functionally rich and flexible contact center stack in the cloud
Fully customisable, multi-channel, multi-session workspace
Browser-based tools, no software installation required
Scalable, resilient, secure, proven
Design all user interfaces to individual requirements
‘Swap out’ components and integrate with 3rd party apps
Continuous evolution pushing technical boundaries
Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.
Voice, chat, email, social, etc – fully integrated and blended
Work with multiple live contact sessions of any media type
Automated, ‘best available’ decisions to blend and balance work load across all media types
Best-of-breed performance under compliance
Smart rules and ‘best-available’ decisions to drive great customer service
Help agents achieve and maintain excellence
See and hear exactly how agents are interacting
Measure and evaluate performance at every level
Design effective automated flows or integrate with 3rd party providers
Stored customer contact history, to aid routing and add context to conversations
A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment
Highly flexible unified web UI for agents, supervisors and administrators
Create complex process flow scripts for agents, IVR, chatbots and other applications
Best-of-breed predictive dialing under any compliance rules
Precise routing rules for ‘best available’ connection
Core telephony functions to manage all inbound/ outbound SIP calls
Fully customisable performance stats, charts and reports, across all channels
Comprehensive data output to build your own reports
Audio and screen recording of agent activity to ensure the highest standards
Comprehensive configuration and control for outbound campaigns
Central storage and configuration of common resources
Flexible ‘no contact’ rules to protect contact center and consumer
Performance and efficiency for a wide range of business applications
Connect quickly to well equipped agents
Maximise agent productivity with best-of-breed predictive dialing
Secure, highly-configurable multichannel communications for excellence in patient care
Best-of-breed predictive dialing with CATI integration
Automated inbound/ outbound blending integrated with any debt management app