Customise, Localise, White Label

Design all user interfaces to individual requirements

At a Glance

Customise, Localise, White Label

One click access to 3rd party web apps

Customise, Localise, White Label
Define personalised desktops for different users/agents
Customise, Localise, White Label
Flexibility to white label and/ or enhance core platform
Customise, Localise, White Label
Tailored reports using custom KPIs
Customise, Localise, White Label
Advanced language options

Tailor SCC To Your Precise Needs

The user interfaces for all Softdial Contact Center™ (SCC) components are designed to bring tailored individuality to wildly diverse contact center operations, presenting tools in a way, and a language, that is the most useful to each user, from agent to landlord.

SCC offers precise control over many aspects of presentation, either adjusted by the users themselves or designed and published for the user by an administrator (or the tenant by a landlord), giving access to exactly what the user needs, and restricting access to what they don’t.

Talking the user’s language

The web UI for all SCC components can be presented in the users’ own language, removing unnecessary barriers to efficiency. That language may be preset for a user or group of users, or selected when the user logs in. Several languages are available by default, and other translations can be created and added as necessary.

Access to the right tools

The SCC applications available to the user, once logged in, can be defined. For example, an agent may be presented with just the Agent Desktop, or an administrator may choose from the full range of SCC tools. The range can also be extended to include one-click access to 3rd party web apps, without having to log in to a different system.

Guiding the session flow

Sophisticated scripts can be designed and presented to agents to help them through a contact session. These can include ‘if-then’ branching, business data retrieved from any surrounding sources, and a standard range of visual components (colour, logos, check boxes, action buttons, drop-down menus, text input boxes, etc). And of course, any agent helper text can be in the user’s own language.

Advanced desktop layouts for agent/ supervisor/ administrator

With SCC v11, a web desktop layout can be designed to present as much or as little as required for each user. For example:

  • An agent can be presented with only what they need to handle contact sessions, down to showing/ hiding individual buttons
  • Supervisors and managers can mix and match their own desktop layouts, using reports, 3rd party web pages, scripts, configuration items, coach/ barge functionality, etc, which can then be saved and shared.

 

Tailor-made reports

Supervisors and managers can view a range of pre-defined reports on agent/ queue/ campaign performance, and each can be tailored to fit the user’s unique needs. Custom KPIs can be created and inserted into any report, including business data from sources other than SCC.

Permitted users have complete control over which agents/ queues/ campaigns to include, over which timeframe.

And for those who prefer to use their own reporting package, raw data can be exported in the format of your choice to any relational database.

Identifying the caller

Outbound sessions can be assigned a Calling Line Identity (CLI) or ‘sender’ address, so that

  • the recipient can see who is contacting them
  • any return call/ reply will come to the assigned number/ address

 

Partner/ integrator customisation

Softdial One™, SCC’s unified web UI, can be white-labelled by partners who wish to add themes and logos for their own branded offering. They are also free to add to and enhance the core SCC platform with their own software bundles.

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

  • 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