Softdial Publisher™

Comprehensive data output to build your own reports

At a Glance

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Captures every state change of every entity in the contact center
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Data can be output to ANY relational database
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Provides flexibility for users to tailor reports to their needs
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Real-time and historical data
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Automatic data recovery ensures no loss of data

What is Softdial Publisher™?

Softdial Publisher allows customers to create their own reports, using both real-time and historic data. It has the capacity to feed these statistics to a 3rd party database or reporting system.

Tailored reports

Every activity in the contact center generates a data event that is sent to Sytel’s Softdial Contact Center™ (SCC) ‘s command and control center. The Softdial Publisher service can track these data messages and feed them to a relational database that customers can use to build their own reports.

Having access to this information enables tailored reports to be built that are unique to the customer providing them with information that focusses on specific areas relevant to them. The reports can be changed at any time and can be run as frequently as needed or be scheduled to run at specific times.

Data may be output to any relational database suitable for the customer. Using the data supplied by CallGem, Publisher populates schemas which makes it straight forward for customers to manipulate in their chosen relational database.

If an outage situation occurs the recovery mechanisms built in to Softdial Publisher ensures that when connection between the CallGem server and Publisher is restored, the flow of data from CallGem to Publisher will resume with no loss of data.

Publisher ODBC Configuration
Publisher ODBC Configuration

Examples of data provided by Softdial Publisher

  • Agent information – agent name state changes (e.g. logins/logouts)
  • Sessions – call / session start time / end time / outcome
  • Queue activity – count of queued / answered / SLA status
  • Campaign activity – abandon count

See also ...

Softdial Reporter™ 5

Fully customisable performance reports across all channels, at a glance

Reporting Feeds

Feed historical and live event data into external reporting tools

Analytics and Data Feeds

Measure & evaluate the performance of agents, queues & campaigns

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

  • Contact Center as a Service (CCaaS)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • 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 Workforce Management

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

  • 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

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 dialer; maximum 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™

    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