At a Glance
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.
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