Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

At a Glance

Cloud Deployment and Multi-Tenancy
Flexible deployment options – cloud, on-premise or hybrid
Cloud Deployment and Multi-Tenancy
Supports hundreds of tenants on a single hosted system
Cloud Deployment and Multi-Tenancy
Unique operational settings for each tenant
Cloud Deployment and Multi-Tenancy
Small deployment footprint
Cloud Deployment and Multi-Tenancy
Fast and easy scaling – start small, aim big

Flexibility To Suit Your Business

Softdial Contact Center™ (SCC) is designed to provide the same performance benefits whether installed

  • in the public/ private cloud
  • on-premise, or
  • hybrid

 

The benefits of cloud hosting

Cloud hosting gives partners, resellers and end users alike the freedom from reliance on physical hardware components. Plus, it means agents can work from anywhere, including from home.

While a one-size-fits-all solution might work well initially, Softdial Contact Center™ (SCC)‘s multi-tenancy environment offers the flexibility to scale at will, the opportunity to offer every client a tailor-made contact center solution and because of Sytel’s world class development, it’s continuously adjusting to technology advances now and in the future.

At Sytel we prioritise helping and encouraging our working partners to expand and succeed.

Serve multiple tenants with a single hosted system

All Softdial Contact Center™ (SCC) components support solid and secure partitioning through multi-tenancy, ensuring that each customer’s data is ring fenced. Mature tenant provisioning controls allow new tenants to be set up simply and quickly.

All SCC applications are designed from the ground up to work together seamlessly using SCC’s native communication protocol, with no need for 3rd party frameworks. This maximises software performance and minimises the hardware footprint.

Cloud Hosting and Multi-Tenancy - Tenant Dashboard

SCC’s Tenant Manager dashboard

Add instant cloud capacity

SCC’s flexible and highly scalable architecture meets the needs of both SME’s and enterprise clients, supporting 10,000+ users in a multi-tenant environment, managed from a single user interface.

Optimised for the cloud, SCC can be deployed to all major vendors (Amazon Web Services (AWS), Microsoft Azure, etc), in a public or private cloud, or on-premise.

Services are stateless where possible to enable web service and database redundancy, with key services (e.g. campaign management, scripting) deployed as unique instances for each tenant.

VMs at any location can be joined to the SCC cloud, and managed centrally. The bootstrapping service allows fast assignment of roles and services.

Designing a cloud-based ACD

Watch Sytel’s Chief Technical Officer, Garry Pearson, talk about the real world challenges when designing an ACD for the cloud.

Did you know?

With Version 11 of Softdial Contact Center, a new tenant can be deployed in minutes, rather than hours, days or weeks. We’re pretty sure there’s no software out there today comparable to this.

For a closer look at the benefits of partnering with Sytel, visit our partner page.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or 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 Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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 Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent 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

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • 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™

    Best-of-breed predictive dialing 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™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

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

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app