Softdial Repository™

Central storage and configuration of common resources

At a Glance

R
Accessible from anywhere, using any device with any browser
R

Add and configure users, teams, queues, campaigns

R

Landlord and tenant access

R
Configuration for entire platform stored centrally with full backup
R
PCI compliant
R
Fully encrypted

About Softdial Repository™

Softdial Repository™ is the web-based configuration center for the Softdial Contact Center™ (SCC) platform. Repository enables tenant or landlord system administrators to save time and effort by setting up central resources that can be accessed across the operation, including user, group, campaign and queue profiles, sound resources, disposition codes and more.

Browser based

Administrators have full control over contact center configuration no matter where they are – home, center, or remote – using any browser on any device, making emergencies and configuration requests quick and easy to action.

In seconds, an administrator can set configuration items which are then available:

  • (for tenant users) to all users within that tenant
  • (for landlord users) to all tenants

In a hosted multi-tenant environment, tenants and landlords have access to different configuration items.

Tenant administrators can:

  • (for each campaign)
    • assign robot agents to handle sessions
    • set default greetings to be played when particular events occur
    • set which buttons are available for agents on that campaign
  • (for each queue)
    • set timeout, overflow and other timers
    • assign users to the queue
    • configure SLAs
    • configure blending priorities between queues
    • set which sounds are heard by customers waiting in-queue
  • (for each user)
    • set a name, password and permission level
    • set the number of potential simultaneous session slots, e.g. 1 voice, 3 email, 2 chat.
  • define dispositions codes for agent-handled sessions
  • define permitted reasons for an agent break
  • upload custom sounds to be played to customers and agents
  • set actions (e.g. start particular campaigns) to be carried out automatically whenever a tenant is started
  • set destination queues for particular source/ destination patterns
  • assign agents to particular groups or teams
  • set agents to log in/ out at, or queues in/ out of service, at particular times for particular days
  • set precise outbound rules for who can be contacted when.

Landlord administrators can:

  • define how each media type (chat, email, voice, etc) is handled within SCC
  • define dispositions codes for agent and non-agent sessions for all tenants
  • set up other landlord-level users
  • set destination tenants for particular source/ destination patterns

Disaster recovery

As Softdial Repository is a single, central store, it can be backed up, making recovery from any system failure a far easier process. Configuration items can be easily accessed, and the complete system re-installed smoothly and quickly. All agents and campaigns can be operational again with no manual data entry required.

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