Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

At a Glance

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Predictive, progressive, preview, agentless campaigns
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Precise retry and callback management
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Multiple lists per campaign, with runout/ chaining controls
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Automated dialer performance and compliance tuning
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Skills-based routing
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Automated ‘Do Not Call’ (DNC) list cleaning

About Softdial Campaign Manager™

Campaign Management is at the heart of any outbound operations. Here the critical decisions that affect the productivity and profitability of the business are made and with clients demanding ever more precision and granularity in controlling how effectively their line of business data is managed, the complexity of the contact center manager’s job can be compared to that of an air traffic controller.

Just like the air traffic controller, the contact center manager depends on reliable and competent management tools to do the job well. Softdial Contact Center™ (SCC) provides Softdial Campaign Manager™ as a control and monitoring suite, simplifying the task of keeping the contact center ‘flying’ under the most demanding conditions. As a web application, it can be easily accessed by any supervisor remotely over the internet if required.

As with other SCC components, Softdial Campaign Manager™ automates functions that should be automated while providing intuitive control interfaces wherever manual intervention is required.

Multiple numbers per record

Softdial Campaign Manager™ offers comprehensive support for up to 10 numbers per record, each of which may be assigned different call progress options, time-to-call limits and prioritisation for retry purposes.

Multiple numbers per record in Softdial Campaign Manager™

Managing retries

A versatile set of retry schemas is provided with the ability to adjust retry order and retry count limits based on individual numbers or all numbers in the record.

Different retry count limits can also be set depending on the outcomes returned. For example, machine detection outcomes can be set with a lower number of retries and higher retry limits can be set for busies and no answers. It is also possible to set the retry interval based on the last outcome.

Retry schemes - outbound campaign management

Linking campaigns

Multiple outbound lists may be easily combined into a single campaign, maximising dialer and agent productivity and allowing controlled blending of records from each list. This is typically used in outsourcing environments.

If you have a large customer database, you may want to manage and report on it by geographic region or some other demographic. Campaign manager provides list segmentation capabilities to manage this with a simple UI. For example, if car dealerships in a particular county or state are having a stock clearance; the contact center handling outreach can prioritise this over other activities on the same campaign.

Linking campaigns in Softdial Campaign Manager™

Filtering lists

Softdial Campaign Manager™ provides flexible filter selection options using either the built in ‘Condition Editor’ which does not require any SQL Query knowledge, or a SQL free form query tool that allows the user to construct more complex selection queries.

Filtering can be based on any campaign database field to select only a particular type of record, for example with a campaign running during working hours, filtering could be used to target people over pensionable age.

Setting up a filter with the Filter Condition in Softdial Campaign Manager™

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