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) - multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

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 Channels

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

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

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

Drive operational efficiency, increase customer satisfaction & improve agent performance

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™

Maximum predictive dialing 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

Softdial Campaign Manager™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMEs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care