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.
“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.”
- 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
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
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
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
Highly flexible unified web UI for agents, supervisors and administrators
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
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
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
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Performance and efficiency for a wide range of business applications
By Business Type
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
Connect quickly to well equipped agents
Best-of-breed predictive dialing with CATI integration
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Secure, highly-configurable multichannel communications for excellence in patient care