Flexible Contact Center Platform

Tightly integrated modules, designed to deliver at scale

At a Glance

What We Offer - Softdial Contact Center Platform

Dynamic workforce management

What We Offer - Softdial Contact Center Platform
Sophisticated inbound routing
What We Offer - Softdial Contact Center Platform
High-performance predictive dialing
What We Offer - Flexible Contact Center Platform
Multi-media, multi-session desktop
What We Offer - Flexible Contact Center Platform
Multi-tenant wall to wall
What We Offer - Flexible Contact Center Platform
At-a-glance reporting – all media types
What We Offer - Flexible Contact Center Platform
Comprehensive, robust APIs
What We Offer - Flexible Contact Center Platform
Work anywhere – home, mobile, on-premise

What is Softdial Contact Center™?

Softdial Contact Center™ (SCC) is Sytel’s flagship suite of feature rich contact center applications and services.

SCC can be deployed either via public/ private cloud or on-premise, by

SCC is uniquely flexible, allowing users to either run the full suite, or choose which modules to deploy. It can be extended via SCC’s comprehensive, robust APIs, modified, adapted and even white labelled to fit any business requirements

With SCC, organisations can

 

What’s different about Softdial Contact Center™?

Dynamic media blending – blend agents and balance workload

SCC manages communication of all media types – voice, chat, email, SMS, social and video – automatically blending and load balancing all contact sessions between all agents, all queues and campaigns with its Automatic Session Distributor (ASD®). Agent time is optimised, with typically a 20% boost in productivity, and all SLAs are automatically adhered to, slashing customer wait times, without compromising any outbound predictive dialing performance.

Multi-session – keep agents busy

SCC’s Agent Desktop keeps agents busy by allowing them to handle multiple text-based contact sessions at the same time, switching between them as necessary, while still available to take incoming calls whenever required. With all media types presented in a single, consistent UI, the agent’s life is made easier and more varied, increasing job satisfaction, improving agent retention and lowering training costs.

Multi-tenant – scalable, secure, partitioned

SCC is designed from the ground up to be hosted in the cloud, enabling partners to build a business providing Contact Center as a Service (CCaaS), serving hundreds of partitioned, secure tenants, around the world on a single hosted system. Cloud capacity can be ramped up and new tenants added with ease, with no down time. Each tenant can be configured exactly to their requirements, with separate instances of key services for each.

Work anywhere – home, mobile, on-premise

SCC offers tools for agents, supervisors and administrators within a web browser.so agents can work from home with just an entry level laptop/ tablet, a headset and an internet connection. Supervisors can manage agents from a contact center or on the move, and admin staff can respond quickly to changing needs, updating configurations from anywhere at any time.

Resilience & Recovery

SCC has been especially architected to withstand the storms of the hard-working distributed contact center, where network and hardware failure is a fact of life. In such circumstances, SCC components gracefully clean up and recover with the minimum of customer intervention.

Learn more about the Design and Evolution of SCC >>

Increase customer satisfaction | Improve agent performance

Whatever the business goals of your contact center, both customer and agent satisfaction are vital.

See how SCC enhances the customer experience

Sytel - the Customer Experience

See how SCC takes agent performance to another level

Sytel - the Agent Experience

Functionality

SCC’s functionality can be split up into the following broad categories:

Softdial Contact Center™ (SCC) functionality

Session management

A ‘session’, in the world of multi-media contact, is the equivalent of ‘call’ in the world of telephony. Session management – from initiation, through routing and handling, to disposition and reporting/ replaying – is core to SCC. This centralised authority model enables highly sophisticated decisions to be made, at lightning speed, in reaction to fluctuations in conditions, e.g. agent numbers or spikes in inbound volume; for example:-

Around session management are a range of applications and functionalities, forming a unified and comprehensive full-service contact center platform.

All Media Types

SCC supports any mix of audio/ video and text-based media sessions (email, SMS chat, social, etc).

All media types are treated consistently throughout, enabling for example

  • a chat or chatbot session can transfer seamlessly to a live agent
  • a script written for a voice conversation will work equally well for a chat conversation.

SCC’s modular media plug-in architecture allows additional media types such as 3rd party chat apps or other web services to be easily added as required.

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The blending capabilities of Softdial Contact Center has been a game changer for us in terms of the efficiency of our agents. The ability to work on multiple chat sessions, email, as well as a voice call at the same time has given the phrase ‘multi-tasking’ an entirely new meaning for us.

The agents are certainly kept busy and are enjoying the new diversity this brings to their work.

Web UI

For agents

All agent activity is conducted using a single web UI called Softdial One™, which includes:

  • agent scripts
  • multiple session control
    Softdial One allows an agent to work on multiple active chat, email or SMS sessions, while also being available for a voice session.
  • 3rd party web pages/ apps
Flexible Contact Center Platform - Softdial One

For management

SCC provides a range of management tools, also delivered within Softdial One™. Its versatility enables the display, within a single user interface, of any combination of information and functional panels giving control over any and all areas of configuration and management of resources, including:

 

Did you know?

Sytel occupies a unique place in the market. We are the only provider of a technology stack that partners use on an OEM basis to deliver a full-service cloud contact center service.

APIs

From the inception of SCC as a plug-in within 3rd party contact center environments, APIs have been at its core. All areas of functionality are exposed for easy integration with 3rd party applications, from CATI products for market research, to AI routing decision products, to CRM systems.

The API set is

  • robust – All SCC services make use of the SCC APIs. Therefore they have been thoroughly tested, updated and proven in the field over decades, which ensures high reliability
  • comprehensive – every aspect of control is offered up for 3rd party control via the agent/ user, management, CTI and campaign APIs.

The APIs are available in a variety of transports to fit any situation, including sockets, web sockets, HTTP and HTTPS.

See also …

Contact Center as a Service (CCaaS)

The Design and Evolution of SCC

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 Workforce Management

    Automated, ‘best available’ decisions to manage agents & balance work load, across all media types

  • 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

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 dialer; maximum 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™

    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