At a Glance
Comprehensive, published API library
Integrators can easily incorporate elements along with their own solutions
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.
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’.
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.
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
“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
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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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
Optimise agent usage and balance workloads in real-time without human intervention, 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
Debt Collection
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