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 ...

Optimised Inbound Routing

Smart rules and ‘best-available’ decisions to drive great customer service

Skills-Based Routing

Choosing the best agent for the session

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 channels

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) - 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