Softdial Repository™

Central storage and configuration of common resources

At a Glance

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Accessible from anywhere, using any device with any browser
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Add and configure users, teams, queues, campaigns
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Landlord and tenant access
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Configuration for entire platform stored centrally with full backup
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PCI compliant
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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 channel (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) - 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 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

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