Sytel extends CCaaS subscription service into Europe and APAC

November, 2022

Sytel expands availability of its Contact Center as a Service (CCaaS) subscription facility, Softdial Cloud™, to Europe and APAC regions.

Aylesbury, UK – 01 Nov 2022 – Sytel has announced the expanded availability of Softdial Cloud™, its Contact Center as a Service (CCaaS) subscription facility for SMB and enterprise contact centers. Softdial Cloud™ was previously only available in North America, and now has points of presence throughout Europe and APAC regions.

Fully managed and supported by Sytel, Softdial Cloud™ presents a ready-to-go, low-risk opportunity for organisations to migrate or expand their contact center services to the cloud with no upfront investment.

Commenting on the announcement, Sytel CEO Michael McKinlay said:

“Softdial Cloud™ gives full access to our flagship Softdial Contact Center™ (SCC) software, delivering rich, full-service functionality at scale in the cloud; no restriction, no compromise.

“With Softdial Cloud™, users can achieve more with the resources they have. Everything that can be automated is automated, so the best possible efficiency is maintained.

“Supervisors are freed from having to constantly monitor service levels. Agents are kept productive automatically, with the right workload for their ability, even multiple text sessions at once. Varied work helps to keep high-value agents engaged and attrition low.

“And Softdial Cloud™ is good news for customers, too. Yes, they can use their channel of choice – chat, voice, email, etc. But they can also switch easily between them to continue the conversation with the same agent, who has everything they need in a single web app, no matter which channel. A seamless customer journey delivers faster resolution with less effort, so more satisfied customers.

“New subscribers can get up and running in days, guided by one of our expert client managers, with no software to install, no IT specialists required and minimal training needed. They can instantly scale up and down as demand requires, or extend and customise under Sytel’s expert guidance. All the power, flexibility and advanced functionality of SCC is in their hands.”

Softdial Cloud™ out-of-the-box facilities include:

  • automated response to changing customer contact patterns, with full blending and balancing of all voice, email, chat and messaging queues
  • a cloud ACD that will scale to in excess of 10,000 agents but equally well manage a 50-seat contact center
  • a predictive dialer that keeps agents as busy as possible, giving world-leading performance even under the strictest compliance rules
  • in-session channel switching, e.g. chat to voice, leading to faster resolution and greater customer satisfaction
  • the ability for agents to multitask across contact channels at the same time
  • a rich set of APIs to allow integration with any third-party product
  • comprehensive reporting, for real-time monitoring and historical analysis

To find out more, request a demo or sign up, talk to us.

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

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