Integration via APIs

‘Swap out’ components and integrate with 3rd party apps

At a Glance

Contact Center Software Integration via APIs

Comprehensive, published API library

Contact Center Software Integration via APIs

Integrators can easily incorporate elements along with their own solutions

Contact Center Software Integration via APIs

Partners, resellers and end users can ‘mix and match’ with existing applications

Integration via APIs For Complete Customisation

Softdial Contact Center™ (SCC) is and always has been modular in nature. The elements of the solution that make up the product make use of a comprehensive API library that allows them to communicate between each other.

This library is available to integrators who wish to integrate elements of Sytel’s product within their own solution. This provides the ability to ‘swap-out’ components and replace them with integrations to other applications.

Softdial Contact Center™ (SCC) has a number of ready-to-go integrations with industry-standard technologies.

Learn more about our Integration Partnerships >>

Reasons you might want to ‘swap out’

Examples of where a reseller or end customers might want to replace the existing applications are:

  • Providing a custom recordings interface that filters recordings based on data from another application perhaps using a different UI. This can be achieved easily by using the Recording Monitor Web API to retrieve recordings.
  • Integrating a CRM solution so that when a call or chat is connected to an agent, the CRM application ‘screen-pops’ to the end user data that relates to the connected call such as the caller’s name and account details.

The diagram demonstrates the ease of integrating via APIs by swapping apps ‘in and out’.

How Sytel’s modular components can be ‘swapped out’

SCC’s APIs for integration partners

Watch Sytel’s Pre-Sales Manager, Patrick Bosworth, demonstrate how a complete custom contact center product can be built around Sytel’s suite by exploiting our API.

Softdial Contact Center™ version 11 - Designed for Integration
Sytel divides the different elements of the application into layers. For each layer, by simply calling a URL a 3rd party application can interact with SCC and perform tasks such as:

Management layer

  • Creating an agent, setting properties for the agent
  • Uploading and defining recordings to be used within IVRs

Agent layer

  • Logging in an agent to make them active in a campaign or queue
  • Getting the state of an agent
  • Notify an agent’s desktop application of a connected call

Campaign layer

  • Defining a campaign (a list of numbers used for outbound calling or inbound lookups)
  • Starting an outbound calling campaign
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Sytel’s API-first approach makes it easy for CCaaS providers like us to extend and customise. Of course, the platform itself is a great solution, but not being tied into purchasing a vendors’ own add-ons has given our customers the freedom (and us the ability) to pick and choose the absolute best apps for their business.

Sytel provides access to the entire platform though HTTP/HTTPS APIs. Developers familiar with web technologies can easily interact with the Sytel platform.

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