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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

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

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

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