Integration Partnerships

Robust and comprehensive APIs for integration with 3rd party components

About Integration Partnerships

Sytel software is built from the ground up to be integrated with any and all surrounding applications, via a comprehensive, robust and proven set of APIs.

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

Partners are invited and encouraged to integrate with business applications themselves, but Sytel are happy to consider undertaking other technology integrations in-house, on a case by case basis. If you have an integration request we should consider, just contact us.

CRM

Sytel’s SCC Client app for Salesforce integration

Sytel’s SCC Client app for Salesforce users is available via the Salesforce AppExchange.

Messaging

Messaging platforms integration

The Agent Desktop within Softdial One™ supports all messaging channels, including

Facebook
Twitter
Telegram
WhatsApp
WeChat

CATI

Sytel’s Softdial Contact Center™ (SCC) predictive dialing solution is fully integrated with the following CATI systems:

Confirmit integration

Nipo integration

Nebu integration

Unicom Intelligence integration

Workforce Management

Softdial Contact Center™ (SCC) is integrated with industry-leading WFM solutions, including:

Softdial Contact Center™ (SCC) is integrated with industry-leading WFM solutions, including Verint

Technology Agreements

Sytel has a global agreement with Afiniti.

For information on deploying Afiniti with Sytel, see this page.

Sytel has a global agreement with Afiniti

White Label/ OEM

Sytel also has a number of agreements globally whereby it supplies part or all of its technology on a white label/ OEM basis.

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 Workforce Management

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

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

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 dialer; maximum 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™

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