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

Bespoke CCaaS For ANY Customer

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) - 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 Platform

Softdial Contact Center™ - tightly integrated modules, 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

Collections

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