Contact Center Platform for Enterprise

High performance platform to drive contact center productivity – cloud, on-premise or hybrid

A feature-rich contact center solution

For enterprise users, Sytel offers a full featured contact center solution, for installation and management by your team, fully supported by Sytel.

The Softdial Contact Center™ (SCC) platform is:

  • a single, unified suite with central configuration, and a single smooth path to getting help and support
  • modular and composable, allowing users to run the entire suite or swap out components via comprehensive, robust APIs.

It can be extended, modified, adapted and integrated with specialist applications, to fit any business requirements.

Flexible deployment to suit you

Softdial Contact Center™ (SCC) is designed to provide the same performance benefits whether installed:

  • in the public/ private cloud, on any major vendor (AWS, MS Azure, Google Cloud, etc)
  • on-premise
  • hybrid

Global reach, local connection

Connect to local carriers, networks, data centers by distributing SCC components widely across servers/ VMs, territories, even continents, according to your business needs.

VMs at any location can be joined to the SCC cloud, and managed centrally. The bootstrapping service allows fast assignment of roles and services.

Clean business separation

Set up departments, countries or other distinct business operations to run entirely separately using SCC’s multi-tenant facility. Provisioning is simple and quick. Operation is secure and discrete.

Optimised for scale

SCC’s flexible and highly scalable architecture supports 10,000+ users in a multi-tenant environment, managed from a single user interface, with no compromise on performance.

Tailored support for success

Every enterprise has specific requirements, and we have extensive experience in helping enterprise users chart the way forward that is right for them. We offer tailored advice and support, including:

  • how best to deploy SCC
  • help with the deployment process
  • how you can integrate SCC with your existing installation
  • what other product, if any, you need to provide a complete solution for your market
  • help identifying a Sytel business partner who can solve these problems for you.

If you have a requirement that is not currently addressed in the industry, Sytel are always keen to work with progressive users seeking to partner in leading edge development work.

Getting started

To learn more about how Sytel can help you, just contact us

Don’t want the deployment and management overhead? Subscribe to CCaaS direct from Sytel.

Latest posts

Sytel extends CCaaS subscription service into Europe and APAC

Sytel extends CCaaS subscription service into Europe and APAC

4 Strategies to Lower Customer Wait Times

4 Strategies to Lower Customer Wait Times

Predictive Dialers – The Measurement that Matters Most

Predictive Dialers – The Measurement that Matters Most

CCaaS for Enterprise – Is it Time to Jump?

CCaaS for Enterprise – Is it Time to Jump?

The Enterprise ACD as a Cloud Service: Facing the Challenge

The Enterprise ACD as a Cloud Service: Facing the Challenge

Is Your CCaaS Platform Architecture Fit for Purpose?

Is Your CCaaS Platform Architecture Fit for Purpose?

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