At a Glance
Handles voice, email, chat, SMS, social
Any future channel added with ease
Enables gradual digital transformation
Switch easily between media channels
Meet and Exceed Customer Expectations
Today’s consumer has become a ‘master of multimedia’, expecting to interact with organisations using the channel and at a time that best suits them, and expecting prompt, informed responses.
With Softdial Contact Center™ (SCC) you can meet and exceed these expectations, by managing customer interactions on all media channels — voice, chat, email, SMS and social messaging – fully integrated and blended dynamically throughout the system, from queueing decisions to reporting. Agents can work with multiple live contact sessions on any media channel, presented within SCC’s blended media desktop.
You can use SCC to create exceptional customer experiences, valuing customers and genuinely treating all communications from them as important. This increases first-contact resolution, boosts customer loyalty and makes them keen brand promoters.
Whether you are a small organization with multi-skilled staff, or a large outsourcer with specialized teams, SCC makes best possible use of all available resources, automatically..
Omnichannel is not enough
The term omnichannel means making use of all media channels (voice, email, chat, social, SMS, etc) so that customers can be connected to and with, in any which way. Most vendors (including Sytel) offer this. But omnichannel alone is not enough to produce high-quality service and make the best use of agent time.
For that, you need to blend agents and balance load across all media channels. But that’s a real challenge, with many dimensions: agents may have different skillsets across a number of channels, or may be better at sales than service. Perhaps they are already maxed out dealing with chat and social messaging. And what impact will connecting a call to a particular agent have on all the other SLAs that need balancing?
The solution is SCC’s dynamic workforce management, automatically blending agents across inbound/ outbound and load balancing customer contact sessions across all media channels.
Then we discovered Sytel’s ‘multichannel’ solution. The flow of sessions of all types to our agents, all landing in the same ‘inbox’, has doubled our efficiency.
Digital transformation
With SCC, organisations needing to introduce new channels can do so gradually, enabling low cost/ low risk digital transformation.
This allows businesses to be more agile and grow into new markets in a controlled way that ensures success, working towards being available on the channels and at the time their customers require, even 24×7. Users can extend their reach gradually into new markets and demographics, opening up new channels to a new audience.
And SCC is flexible enough to accommodate any media channels that arise in the future, incorporating them throughout the system. This future-proofs any investment in SCC and avoids the disruption and expense of rip-and-replace.
Switching between media channels
SCC allows both customer and agent to move seamlessly across media channels. For instance:
- a customer in a web chat session may want to speak to the agent instead
- a customer would like a phone call to be followed immediately by a WhatsApp message or SMS
- if a text chat session is not going well, the agent may want to turn that session immediately into a live voice call.
SCC’s smooth channel-switching enhances the journey for both customer and agent, creating opportunities for exceptional customer service.
Explore more of SCC’s capabilities:
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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