Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

At a Glance

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Single screen layout for user applications
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Fully customisable
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Include 3rd party elements
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Create pre-defined templates for groups of users
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Lightweight web application
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Choose a theme or create your own

About Softdial One™

Softdial One is Softdial Contact Center™ (SCC)‘s unified, personalised web desktop. The central design concept is that all functions and applications required should all be easily available from one central visual source.

The personalised working screen layout is perfect for anyone, whether working at home, remotely or in a contact center.

The components or widgets making up each layout can be any kind of application developed for the web. And, all widgets in a layout are resizable to provide the best fit for each user.

Widgets options can include:

  • any of the default stock of SCC applications
  • any web page
  • any 3rd party web application

Take a look at some example layouts below.

Example layout one

In this agent desktop example, from the list of available sessions (5), the agent has chosen a voice session where he is talking to a customer. They are making use of the order form (4) and the help desk screen (7), while also keeping their eye on the Sytel web page (6) which is included inside an iframe.

The remaining screen areas show…

(1) – the Softdial One header, with some global options
(2) – a list of available widgets for this user
(3) – call control buttons (mute, hold, hangup, transfer, etc)

Softdial One - unified web UI - example layout 1

Example layout two

This layout shows the widgets in column format.

This example shows a supervisor’s desktop and displays:

(1) – the company’s website
(2) – a help desk screen
(3) – a widget where the supervisor can manage their team of agents

Softdial One - Unified Web UI - example layout 2

Optimised components

All applications within Softdial One execute in an optimal manner, enabling Softdial One to be run on slower, less efficient machines making it ideal for low cost situations including those that are using Raspberry Pi or tablets.

External content

Company intranets can be easily included within Softdial One, giving agents constant access to information important to your business. The ability to include any web based 3rd party software provides limitless potential; CRMs and other independent applications can all be included in Softdial One.

Agents can work across multiple screens, giving them physically more real estate to display the information they need to use.

Customisation and personalisation

The highest level of customisation is provided so that all buttons, borders and controls within layouts can be truly personalised for each agent or for different permission levels.

Changing the Softdial One layout is easy, requiring no programming knowledge. New agents can be up and running quickly, accessing all the applications relevant to them from one place.

For situations where customisation is not required, Sytel offers pre-defined Softdial One set-ups that allow agents to be operational ‘out-of-the-box’. Alternatively, an administrator can create a global layout for users of a certain type. For example, a customer service team may have a different Softdial One layout to a sales team. This approach makes adding new agents to a task, or range of tasks, fast and simple.

Softdial One - customisation

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