Contact Center Software for Enterprise

High performance at any scale, from 250 to 10,000+ agents

About Contact Center Software for Enterprise

Softdial Contact Center (SCC) is a full featured contact center software solution, designed for optimum performance at scale.

Enterprise customers (250 – 10,000+ agents) can take advantage of SCC either:

  • as a service – Contact Center as a Service (CCaaS) managed in the cloud directly by Sytel
  • as a platform – for installation and management by your team, supported by Sytel.

 

As a service

Enterprise contact centers are keen to access the benefits offered by the cloud. A subscription to Sytel’s CCaaS service, Softdial Cloud, delivers:

a cloud ACD that manages all service level agreements (SLAs) and can scale from 250 seats to 10,000+

automatic blending and balancing across all media channels, both voice & digital

the ability for agents to multitask across all media channels at the same time, with no context-switching

efficient list management and customer data integration

a rich set of APIs, designed to allow any third party product to be integrated easily
Learn more about enterprise-grade CCaaS with Softdial Cloud

As a Platform

For enterprise users, Sytel offers a full featured contact center platform, for installation and management by your team, fully supported by Sytel.

The Softdial Contact Center™ (SCC) platform is:

a single, unified suite with central configuration, and a single smooth path to getting help and support
modular and composable, allowing users to run the entire suite or swap out components via comprehensive, robust APIs
It can be extended, modified, adapted and integrated with specialist applications, to fit any business requirements
Learn more about the SCC Platform for Enterprise

More solutions by industry:

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Debt Collection

Automated inbound/outbound blending integrated with any debt management app

Sales and Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Case studies

Kantar (Global) – Fully Managed, Multi-Tenant CCaaS Solution

Kantar (Global) – Fully Managed, Multi-Tenant CCaaS Solution

CloudControl (France) – Cloud Based Scripting for Maximum Agent Productivity

CloudControl (France) – Cloud Based Scripting for Maximum Agent Productivity

BVA Group (France) – Ready-Made CATI/ Dialer Integration Drives Expansion

BVA Group (France) – Ready-Made CATI/ Dialer Integration Drives Expansion

GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms

GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms

Abt (US) – Cloud-Based Deployment Serving Multiple Sites

Abt (US) – Cloud-Based Deployment Serving Multiple Sites

Peixe Urbano (Brazil) – In-Call IVR for PCI Compliant Payments

Peixe Urbano (Brazil) – In-Call IVR for PCI Compliant Payments

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

Debt Collection

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