Softdial Contact Center™ (SCC) from Sytel enables integration with any 3rd party text application. Sytel provides a set of bridges built for a range of existing text applications and also provides straightforward guidelines to enable bridges to be built to any 3rd party text or chat service.
The Softdial Chat Server receives the text information from the bridge and manages the conversations between the end customer and the Sytel service. The Softdial Chat Server determines where to send the text; to a live agent, a virtual IVR agent or to a chatbot bridge for communication with a chatbot.
Control and manipulation of the text conversations are carried out by the Softdial Chat Server. It passes the text conversation to the appropriate destination and manages the return part of the communication back to the correct end location. When a chat session is started, Sytel's routing mechanism, Softdial Pathfinder will follow all the configured routing rules to send that session to the right queue or agent.
Figure 1— An example of integration of 3rd party messaging text applications with SCC
A chat session may be passed between destinations as the situation requires. For example, a live agent may transfer a text session to a chatbot in order to process card payment details, or a chatbot might transfer a text session to a live agent if the conversation becomes too complex for the chatbot. The Softdial Chat Server keeps account of where each text conversation is being handled and maintains the communication flow with the customer. When a text session is transferred to from one destination to another, the conversation history is made available to the next destination.
SMS messages are also handled by Softdial Chat Server. The customer sends their SMS to the given number which directs it to an SMS gateway service. The Sytel SMS bridge then receives the SMS and passes it to the Softdial Chat Server which, in turn, delivers the message to a live agent or chatbot.
Messages from services such as Telegram, WhatsApp and Facebook Messenger are handled as text-media sessions. The customer sends their messages using the respective app and, via a bridge service, the message reaches the Softdial Chat Server and is then passed to a live agent or chatbot. The agent experience will be the same no matter where the message is coming from.