At a Glance
Single screen layout for user applications
Fully customisable
Include 3rd party elements
Create pre-defined templates for groups of users
Lightweight web application
Choose a theme or create your own
About Softdial One™
Softdial One is Softdial Contact Center™ (SCC)‘s unified, personalised web desktop. The central design concept is that all functions and applications required should all be easily available from one central visual source.
The personalised working screen layout is perfect for anyone, whether working at home, remotely or in a contact center.
The components or widgets making up each layout can be any kind of application developed for the web. And, all widgets in a layout are resizable to provide the best fit for each user.
Widgets options can include:
- any of the default stock of SCC applications
- any web page
- any 3rd party web application
Take a look at some example layouts below.
Example layout one
In this agent desktop example, from the list of available sessions (5), the agent has chosen a voice session where he is talking to a customer. They are making use of the order form (4) and the help desk screen (7), while also keeping their eye on the Sytel web page (6) which is included inside an iframe.
The remaining screen areas show…
(1) – the Softdial One header, with some global options
(2) – a list of available widgets for this user
(3) – call control buttons (mute, hold, hangup, transfer, etc)
Example layout two
This layout shows the widgets in column format.
This example shows a supervisor’s desktop and displays:
(1) – the company’s website
(2) – a help desk screen
(3) – a widget where the supervisor can manage their team of agents
Optimised components
All applications within Softdial One execute in an optimal manner, enabling Softdial One to be run on slower, less efficient machines making it ideal for low cost situations including those that are using Raspberry Pi or tablets.
External content
Company intranets can be easily included within Softdial One, giving agents constant access to information important to your business. The ability to include any web based 3rd party software provides limitless potential; CRMs and other independent applications can all be included in Softdial One.
Agents can work across multiple screens, giving them physically more real estate to display the information they need to use.
Customisation and personalisation
The highest level of customisation is provided so that all buttons, borders and controls within layouts can be truly personalised for each agent or for different permission levels.
Changing the Softdial One layout is easy, requiring no programming knowledge. New agents can be up and running quickly, accessing all the applications relevant to them from one place.
For situations where customisation is not required, Sytel offers pre-defined Softdial One set-ups that allow agents to be operational ‘out-of-the-box’. Alternatively, an administrator can create a global layout for users of a certain type. For example, a customer service team may have a different Softdial One layout to a sales team. This approach makes adding new agents to a task, or range of tasks, fast and simple.
Learn more about SCC’s modules:
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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
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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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