Softdial Publisher™

Comprehensive data output to build your own reports

At a Glance

Softdial Publisher™

Captures every state change of every entity in the contact center

Softdial Publisher™

Data can be output to ANY relational database

Softdial Publisher™

Provides flexibility for users to tailor reports to their needs

Softdial Publisher™

Real-time and historical data

Softdial Publisher™

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

Learn more about SCC’s modules:

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 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

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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 Software

Softdial Contact Center™ - rich functionality, all-in-one, 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 SMBs 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

Debt Collection

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