SCC Client for Salesforce™

Embedded client gives access to rich contact center functionality

At a Glance

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All media types, with built-in WebRTC phone
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Access to SCC’s powerful routing and dialing features
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Dynamic media blending, with automatic SLA adherence
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Easy switch between multiple live sessions
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Screen-pop of Salesforce record on connection
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Work anywhere – home, mobile or on-premise

About SCC Client for Salesforce

Users of Salesforce™ now have easy and intuitive access to the powerful cloud contact center omnichannel functionality provided by Sytel’s Softdial Contact Center™ (SCC) platform via the SCC Client, embedded in the Salesforce client. Available for Lightning version only, the SCC Client is available via the Salesforce AppExchange.

The SCC Client is free but paid licenses are required for any supporting SCC services. These are installed, configured and managed by Sytel’s network of partners.

Once installed, the Sytel SCC Client empowers agents to communicate with customers manually or automatically, on the media channel that suits them – phone, chat, email, SMS, social – giving a rich and seamless customer experience, switching between channels as required.

Key benefits

  1. Maximise agent productivity when contacting customers by combining Sytel’s industry-leading predictive dialer with SalesForce contact and lead management
  2. Specify sophisticated routing rules to ensure the most suitable agent handles each contact
  3. Never miss an inbound customer contact by allowing agents to participate in both outbound campaigns and inbound activity through dynamic workforce management
  4. Link each session directly to SalesForce by querying and updating data
  5. Allow users to work from anywhere they have an internet connection, using Sytel’s embedded WebRTC browser-phone.
Salesforce integration

Cloud connectivity

The Sytel solution is software-only, so can easily be deployed on a public cloud, allowing agents to be located anywhere – at home, remote or in a contact center.

All communication is secure and can be over the internet, so an agent only needs:

  • a PC/ laptop/ tablet
  • a headset (for voice calls)
  • an internet connection

 

Salesforce cloud connectivity

More features

  • The phone within SCC Client is integrated into the browser using WebRTC, offering secure, encrypted communication. Web chat is supported natively, and any social media messaging can be added via connectors.
  • Agents can handle one voice and multiple text sessions simultaneously, each with an associated SF record, switching between active sessions within the same interface.
  • When any inbound or outbound session connects, a Salesforce screen-pop is triggered showing all relevant customer data, via the tight CTI integration with records and SF functionality.
  • Salesforce contacts may be dialed automatically by exporting and loading into the SCC platform as a calling list.
  • Sessions may be recorded to aid future training, either manually at the agent’s request, or automatically per agent, queue or campaign.
  • As well as handling automated connections, agents may choose to:
    • Click to Dial, by simply clicking on the phone number within the Salesforce record, to launch a call within the web client
    • manually enter a number to dial directly in the client
  • After each session, the outcome/ disposition, any chat conversation history, and any notes entered during the session are logged to its associated Salesforce record. A session record is also kept within the Sytel system for rich performance analysis.
  • Supervisors using the client can improve agent performance by selecting agent voice conversations to monitor/ coach/ barge.
  • The SCC Client also enables the agent to:
    • login, logout and take breaks from the automatic ACD/ dialer system, while keeping status in sync with Salesforce
    • send and receive documents, pictures and other files to contacts, or other agents
    • schedule a time and date for a callback if the desired contact is unavailable.

 

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™

    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

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