At a Glance
About 3rd Party Messaging Integration
To enable contact centers to provide service on the channel of the customer’s choice, Softdial Contact Center™ (SCC) provides:
- ready-to-go integrations with a range of existing text applications, e.g. Facebook, Telegram, WhatsApp, SMS, via a set of bridges
- straightforward guidelines to enable integration bridges to be built for any 3rd party text or chat service.
How it works
The Softdial Chat Server receives the text information from the bridge and manages the conversations between the end customer and the Sytel services.
When a chat session is started, Sytel’s routing mechanism, Softdial Pathfinder™ will follow all the configured routing rules to determine where to send the text; to a live agent, a virtual IVR agent or to a chatbot bridge for communication with a chatbot.
A text 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
- a chatbot might transfer a text session to a live agent if the conversation becomes too complex for the chatbot.
When a text session is transferred from one destination to another, the conversation history is made available to the next destination, removing the need to re-establish who the customer is.
The agent experience is the same no matter where the message is coming from.
An example use case
Here is an example of a use case where an internal chatbot handles an upgrade of a TV package by communicating with an external AI chatbot.
In this flow example:
- a conversation is initiated by either the chatbot, or the customer
- the chatbot asks questions of the customer and qualifies their customer’s ID
- if successful, the chatbot asks an open question – How can I help?
- the customer requests an upgrade
- the internal bot then acts as intermediary between the customer and the external bot, either
- forwarding questions and answers, e.g. Q: Which package would you like? A: The Super Max 502, or
- performing actions e.g. transferring to a live agent, if the chatbot senses that otherwise the customer may sign off
- the customer indicates that they have no more questions
- the internal bot executes the upgrade and closes the conversation.
What We Offer
Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
-
Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
-
Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
-
Contact Center Platform – Enterprise
High performance platform to drive contact center productivity – cloud, on-premise or hybrid
Blended Media Desktop
Fully customisable, multi-channel, multi-session workspace
Work Anywhere
Browser-based tools, no software installation required
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 Channels
Voice, chat, email, social, etc – fully integrated and blended
Agent Multi-Tasking
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
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™
Maximum predictive dialing 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
Solutions
Performance and efficiency for a wide range of business applications
By Business Type
Enterprise
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
By Industry
Customer Service
Connect quickly to well equipped agents
Market Research
Best-of-breed predictive dialing with CATI integration
Debt Collection
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Healthcare
Secure, highly-configurable multichannel communications for excellence in patient care