At a Glance
Dynamic workforce management
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
- enterprise users
- partners, to provide a Contact Center as a Service (CCaaS) to many tenants across the globe.
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
- maximise customer satisfaction, by cutting wait-in-queue times, offering a choice of contact methods, and equipping agents with the information they need to delight customers
- maximise agent productivity, with high-performance predictive dialing, and a tailored omnichannel desktop allowing work on several open text sessions at once.
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.
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
See how SCC takes agent performance to another level
Functionality
SCC’s functionality can be split up into the following broad categories:
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:-
- SCC’s Automatic Session Distributor (ASD) maintains a range of SLAs across many media types, blending agents seamlessly as demand requires
- SCC’s predictive dialing algorithm stays automatically within even the toughest compliance rules.
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.
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
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:
- supervisor functions (e.g. monitor, barge and whisper)
- configuration of shared resources, e.g.
- outcome codes
- campaigns and lists
- users, endpoints, queues
- tenant provisioning
- search and playback of recordings
- performance reports
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.
