An enterprise-grade CCaaS subscription service in the cloud
What is Softdial Cloud™ Contact Center as a Service (CCaaS)?
Softdial Cloud™ delivers cloud-native Contact Center as a Service (CCaaS) for SMBs and enterprise, enabling digital transformation at your own pace, with no upfront investment.
Softdial Cloud™ is available out-of-the-box, and can be further tailored to precise business needs, integrating easily with any 3rd party product and scaling to 10,000+ agents on demand. Charging is by agent seat or by minutes used, to suit your business model.
Keep costs low and customer satisfaction high
What Makes Softdial Cloud™ Different?
Softdial Cloud™ automatically manages the agent workload across all media channels and all customer service and outreach functions, so that agents are as productive as possible, and customers get the first-class service they deserve.
Why sign up for Softdial Cloud™?
Managed by the experts
Direct from vendor
Softdial Cloud™ is managed and supported directly by Sytel, the manufacturer. Setup is fast and efficient, and day-to-day operation is supported by experts 24/ 7/ 365.
Premium service everywhere
Access Softdial Cloud™ wherever you are, via points of presence throughout North America, Europe and APAC. Hosted on AWS, security, reliability and interoperability are guaranteed.
Best use of agent time
More engagement, less waste
Softdial Cloud™ optimises efficiency, delivering the best possible use of agent time. By balancing and blending inbound and outbound workloads, agents are moved automatically to protect your SLAs whenever required.
Improved CX and FCR
Enhanced customer experience
Connect customers quickly, on whichever channel they prefer, to the agent/ queue best equipped to help them first time, with intelligent cloud routing. Let Softdial Cloud™ choose the best agent according to their experience, knowledge and skills.
More talking, less waiting
Automated for ultimate efficiency
Keep agents busy with live conversations, using automated outreach strategies to minimise idle time. Let the dialer do the work while supervisors focus on agent improvement.
Instant scaling whenever you need
In-tune with your business
Respond quickly to peaks in demand or changing business priorities, adding 10 agents or 1000 as required, and releasing them instantly when demand allows.
Support agents to work at home, or remotely, with just a laptop, headset and internet connection. No software to install, no configuration at their end. Just log in and start working.
IVR and chatbots
No-code automated services
Automated response options, designed by your non-technical staff, reserve your agents for high value, complex work by handling easier tasks automatically. Use them to keep customers engaged while they wait, or channel customers to the most suitable agent. A custom design service is available from Sytel.
All the integrations you need
Highly versatile configuration
Integrate with any preferred or contracted 3rd party applications and services. Bring your own carrier, or use our carrier partner with the costs included in our billing. Use our Text-to-Speech engine or hook up easily to your preferred speech services.
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
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
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
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
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
Highly flexible unified web UI for agents, supervisors and administrators
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
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
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
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Performance and efficiency for a wide range of business applications
By Business Type
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
Connect quickly to well equipped agents
Best-of-breed predictive dialing with CATI integration
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Secure, highly-configurable multichannel communications for excellence in patient care