At a Glance
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)
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
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.
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.