The Impact of AI
Artificial intelligence (AI) is fundamentally reshaping the modern contact center, from front-line presence to back-office processing. AI can increase efficiency and accuracy, and decrease costs by saving human agent and supervisor effort for where it can be most effective.
But your AI is only as good as the platform it runs on. AI tools are ineffective without the correct data flow and control architecture. Sytel orchestration enables AI to function and the speed and scale required of an enterprise contact center.
Supporting Your Choice of AI Tools
Rather than creating these AI tools ourselves, we concentrate on what we are good at – future-proof, AI-ready orchestration infrastructure which underpins the entire contact center.
We enable you to choose the best of breed AI tools that serve you best, and provide a range of methods to integrate them throughout Softdial Contact Center™ (SCC).
In this way, rather than being bolted on, siloed systems, they become integral to the functioning of the organisation.
Connections to Suit You
Our evolution and experience as an OEM provider means integration is in our DNA. And this extends to the latest in AI, which can be connected in four ways, to suit your circumstances:
- APIs – All SCC tools offer APIs for external connection and control
- Webhooks – for direct data exchange between systems
- MCP server – SCC’s custom facility for data exchange, control messaging and other functionality between SCC and external AI services
- Softdial Scripter™ – SCC’s workflow design tool, allowing connection and data exchange within an agent/ process workflow, requiring no programming expertise.
Supporting AI Tools for Every Need
Voice AI Agents
SCC supports Voice AI for every need, from simply transferring a live call to a voice AI system, to incorporating voice AI agents fully into the Sytel system. Treating them as an integral agent resource within the phone system enables a wider set of capabilities, e.g. handoff to and from a live agent, call recording end-to-end, reporting, supervisor monitoring/ conference, compliance.
- Predictive outbound – for Voice-AI-first outreach with handoff to live agent (e.g. for right-party verification and security) SCC has the most effective predictive pacing on the market, to maximise human agent utilisation and avoid putting consumers into hold queues
- Data, status and summary information is passed via webhooks or our dedicated MCP server. Context travels with the call, so consumers need never repeat information again
- Audio switching is via SIP
Live audio modification
For translation, accent neutralization – via live audio feed
Live agent assistance
For knowledge base retrieval, compliance flagging for regulatory rules, sentiment analysis, next-best action – via live transcription feed
Live conversational AI chatbots
Implemented via Scripter’s web chat facility
Post-interaction work
For wrap summary, QA scoring – improves accuracy and saves valuable agent time. SCC delivers entire audio recordings or complete text of an interaction
Find out more about what Sytel offers:
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