Sytel Releases Multi-Tenant, Multimedia and Fully Blended Contact Center Platform

July, 2020

Sytel announces version 11 of their Softdial Contact Center™ (SCC) hosting platform, supporting fully blended voice, chat, email, SMS, video, and all social channels.

Sytel announces Version 11 of their Softdial Contact Center™ (SCC) hosting platform, supporting fully blended voice, chat, email, SMS, video, and all social channels.

Michael McKinlay, CEO of Sytel, commented:

“Rather than tell you that this new version takes hosting to new heights (which by the way, we think it does!) let me cut to the chase and pull out ten of the new features which we think are most relevant to what our customers are looking for.

  1. Multi-channel, multimedia agent desktop that is non-siloed and fully blended. Automatic load balancing with no need for supervisor intervention to optimise agent activities
  2. Routing rules to ensure that customers always get dealt with by the most appropriate agent, in the media of their choice
  3. Agent desktop that will support and resize any/all web applications, be it our own, or third party
  4. Multi-tenant wall to wall, supporting 10,000+ agents
  5. Sytel or third party conversational AI with call routing supported by award winning Sytel AI Dialer
  6. Reporting that in a single view that will summarise KPIs for all agent activities, across all media
  7. Open APIs offering a choice of presentation – REST, native sockets, Websockets or a high-level .NET library
  8. Chat messaging connectors for the most popular platforms like WhatsApp, Facebook and the option to add unlimited chat plugins to existing chat platforms via Sytel Open APIs
  9. Customer interaction history at the agent’s fingertips, giving a view of previous interactions regardless of media channel
  10. Home working proven in all continents around the world

Oh, and we also give you world class support, unbeatable pricing and a product that just about deploys itself.”

“We have been working with Sytel for many years,” said Naresh Kothari, President of Intertec Systems in Dubai, “And we just love the way they are continually innovating to keep us ahead of the market.”

 For more details, including demonstration videos, please visit v11.sytel.com.

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