Integration via APIs

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

At a Glance

Integration via APIs
Comprehensive, published API library
Integration via APIs
Integrators can easily incorporate elements along with their own solutions
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.

 

How Sytel’s modular components can be ‘swapped out’
Integration via APIs – swapping ‘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.

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

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or 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 Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

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 Types

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app