Flexible Contact Center Software

Rich functionality, all-in-one, designed to deliver at scale

At a Glance

Softdial Contact Center™ (SCC) functionality - Flexible Contact Center Software

For subscribers, partners and enterprise

Flexible Contact Center Software

Sophisticated inbound routing

Flexible Contact Center Software

High-performance predictive dialing

Flexible Contact Center Software

Dynamic blending & workload balancing

Flexible Contact Center Software

Omnichannel, multi-session desktop

Flexible Contact Center Software

At-a-glance reporting – all media channels

Flexible Contact Center Software

Comprehensive, robust APIs

Flexible Contact Center Software

Work anywhere – home, remote, contact center

What is Softdial Contact Center™?

Softdial Contact Center™ (SCC) is Sytel’s flagship suite of feature rich contact center applications and services, currently driving 50,000+ users in 50+ countries.​

SCC empowers organisations to​:

  • 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.​

As a platform, 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​.

Who is Softdial Contact Center™ For?

Softdial Contact Center™ (SCC) is designed for

  • subscribers who need the rich functionality of Contact Center as a Service (CCaaS) at no upfront cost, with no management overhead
  • partners to provide a Contact Center as a Service (CCaaS) to many tenants across the globe from a single cloud installation
  • enterprises to manage high volumes of interactions between customers and agents, whether at home, remote, or on-premise

What’s different about Softdial Contact Center™?

Maximise productivity across all workloads

SCC manages communication on all media channels – voice, chat, email, messaging – automatically blending and load balancing 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.

Keep agents busy – multiple open conversations

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 channels 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.

Work anywhere – home, remote, contact center

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

Maximise uptime

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

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 - Flexible Contact Center Software

Inbound/ Outbound

SCC optimises the handling of both inbound and outbound sessions.

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:-

This centralised authority enables blending not only of agents, moving them from time critical work to handle spikes in inbound volume, but also spreading the workload on all contact channels so as to adhere automatically to all SLAs and to optimise agent efficiency.

Omnichannel

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

All media channels 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 channels 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.

Agent desktop

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

  • multiple session control
  • multiple active chat, email or SMS sessions, while also being available for a voice session
  • agent scripts
  • 3rd party web pages/ apps

More about SCC’s blended desktop for agents and supervisors >>

Flexible Contact Center Software - Softdial One

Manangement

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:

 

Recording

In order to help supervisors/ managers ensure best practices for agents, and troubleshoot when these are not followed, SCC supports:

  • audio recording of agent and customer voice conversations
  • screen recording of the agents workstation.

More about voice and screen recording >>

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.

AI and automation

Central to SCC is the principle that anything that can be automated, should be. To facilitate this:

  • the pacing of its predictive dialing is controlled by the Virtual Event Machine (VEM ®), with no supervisor involvement
  • bots of all types – IVR, chat, email – can be created entirely within SCC using Softdial Scripter™, SCC’s drag and drop, no-code flow design tool
  • SCC has its own Natural Language Processing (NLP) engine, for gaining insight into customer intent
  • Scripter can also automate many workflow functions within the contact center , e.g. retrieving data to inform routing decisions, or display to the agent.

Open 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.

Learn about the design and evolution of SCC >>

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
  • 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