At a Glance
One click access to 3rd party web apps
Define personalised desktops for different users/agents
Flexibility to white label and/ or enhance core platform
Tailored reports using custom KPIs
Advanced language options
Bespoke CCaaS For ANY Customer
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
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.
Find out more about what Sytel offers:
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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
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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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