Softdial Pathfinder™

Precise routing rules for ‘best available’ connection

At a Glance

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Session routing integrated with Softdial Contact Center™
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Multi-level routing model
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Wide skill based routing options
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Easy way to provide load balancing between different locations

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Allow expansion of routing rules by using external Python scripts or plugin DLLs

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Use online metrics as input for routing decisions

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Extensible to get data from 3rd party CRMs or ERPs

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Can route both inbound and outbound sessions

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Can route any type of media – voice, chat, email or SMS

About Softdial Pathfinder™ 

In order to optimise contact center performance, realtime routing responses are demanded to changes in metrics and resources such as workloads, SLAs and agent availability. At the same time, routing rules need to be clear in both concept and construction to allow them to be applied easily in all scenarios.

Softdial Pathfinder™ offers simple building blocks to allow the development of any kind of routing rules, for any media, for realtime deployment.

How does Softdial Pathfinder work?

The table shows the routing possibilities for each landlord, tenant, campaign or queue.

The selection of the destination can be made based on agent skills, queue metrics, queue properties, customer data or any external data from any 3rd party systems (e.g. CRMs or ERPs).

Routing options between entities
Routing options between entities

The flow

When a session is connected, at the Landlord level, a decision can be made by Softdial Pathfinder to define its destination. The destination can be a tenant, a campaign, a queue or an agent. Softdial Pathfinder can be used in any business scenarios, with multiple rules for landlords, tenants, campaigns and queues.

If the destination for a landlord is a tenant then the routing rules defined on a tenant level will determine the next destination for the session. The same logic applies when the destination is a campaign or queue. If the destination is an agent, then the session will be directly transferred to the selected agent.

Softdial Pathfinder – When a routing decision can be made
Softdial Pathfinder – When a routing decision can be made

Softdial Pathfinder at work

Let’s consider a simple example of Pathfinder at work. On the customer side we know that French is the predominant language. Turning to the agent, in the image below, two rules called ‘LowSLA‘ and ‘Language + AgentSuccessRate‘ are linked to a queue called SalesQueue1.

When the session arrives, the rules are evaluated in their predefined order, as shown. If the first rule ‘Low SLA‘, is breached, then the session will be routed to another queue called SalesQueue2 with identical or similar rules. Otherwise, the second rule for SalesQueue1 will be evaluated.

Softdial Pathfinder rules example
Softdial Pathfinder – rules example

The configuration for the second rule can be seen in the next image. This rule selects agents with proficiency in French and an AgentSuccessRate greater than 60%. The evaluation is made using custom data collected via a dll from an external CRM.

Softdial Pathfinder will find the best agents to meet the criteria and transfer the call to the agent in SalesQueue1 with the longest idle time. Should the second rule fail to find an agent with the suitable attributes the default ASD behaviour will then find the agent with the longest idle time in SalesQueue1.

Softdial Pathfinder – rule configuration
Softdial Pathfinder – rule configuration

See also ...

Intelligent Routing

Flexible rules to connect to the most appropriate agent, wherever they are

Preferred Routing

Personalisation is one of the most important factors in delivering first class customer service

Advanced Routing

Highly complex rules and conditions to be applied to session flow for all media types

Advanced Routing Examples

Five use case examples showing how Pathfinder may be used to optimise the customer experience

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