A feature-rich contact center solution
For enterprise users, Sytel offers a full featured contact center solution, 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.
Flexible deployment to suit you
Softdial Contact Center™ (SCC) is designed to provide the same performance benefits whether installed:
- in the public/ private cloud, on any major vendor (AWS, MS Azure, Google Cloud, etc)
- on-premise
- hybrid
Global reach, local connection
Connect to local carriers, networks, data centers by distributing SCC components widely across servers/ VMs, territories, even continents, according to your business needs.
VMs at any location can be joined to the SCC cloud, and managed centrally. The bootstrapping service allows fast assignment of roles and services.
Clean business separation
Set up departments, countries or other distinct business operations to run entirely separately using SCC’s multi-tenant facility. Provisioning is simple and quick. Operation is secure and discrete.
Optimised for scale
SCC’s flexible and highly scalable architecture supports 10,000+ users in a multi-tenant environment, managed from a single user interface, with no compromise on performance.
Tailored support for success
Every enterprise has specific requirements, and we have extensive experience in helping enterprise users chart the way forward that is right for them. We offer tailored advice and support, including:
- how best to deploy SCC
- help with the deployment process
- how you can integrate SCC with your existing installation
- what other product, if any, you need to provide a complete solution for your market
- help identifying a Sytel business partner who can solve these problems for you.
If you have a requirement that is not currently addressed in the industry, Sytel are always keen to work with progressive users seeking to partner in leading edge development work.
Getting started
To learn more about how Sytel can help you, just contact us
Don’t want the deployment and management overhead? Subscribe to CCaaS direct from Sytel.
Latest posts
Navigating the Evolving CCaaS Landscape: 3 Considerations
Forecast vs. Actual Demand – Resolve the Dilemma in Your Contact Center
Providing Excellent Customer Service During the Festive Season – 10 Tips and Strategies
Automation in the Contact Center: Telling it How it is
Contact Center Reporting: The Challenge of Change
Intraday Automation – Real-Time Workforce Management
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
Optimise agent usage and balance workloads in real-time without human intervention, 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