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 (we should link somewhere here) 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.

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.

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

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

  • Contact Center as a Service (CCaaS)

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

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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 Types

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

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

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

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent 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

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™

    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™

    Best-of-breed predictive dialing 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™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • 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

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

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

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app