At a Glance
Accessible from anywhere, using any device with any browser
Add and configure users, teams, queues, campaigns
Landlord and tenant access
Configuration for entire platform stored centrally with full backup
PCI compliant
Fully encrypted
About Softdial Repository™
Browser based
Administrators have full control over contact center configuration no matter where they are – home, center, or remote – using any browser on any device, making emergencies and configuration requests quick and easy to action.
In seconds, an administrator can set configuration items which are then available:
- (for tenant users) to all users within that tenant
- (for landlord users) to all tenants
In a hosted multi-tenant environment, tenants and landlords have access to different configuration items.
Tenant administrators can:
(for each campaign)
- assign robot agents to handle sessions
- set default greetings to be played when particular events occur
- set which buttons are available for agents on that campaign
(for each queue)
- set timeout, overflow and other timers
- assign users to the queue
- configure SLAs
- configure blending priorities between queues
- set which sounds are heard by customers waiting in-queue
(for each user)
- set a name, password and permission level
- set the number of potential simultaneous session slots, e.g. 1 voice, 3 email, 2 chat
- define dispositions codes for agent-handled sessions
- define permitted reasons for an agent break
- upload custom sounds to be played to customers and agents
- set actions (e.g. start particular campaigns) to be carried out automatically whenever a tenant is started
- set destination queues for particular source/ destination patterns
- assign agents to particular groups or teams
- set agents to log in/ out at, or queues in/ out of service, at particular times for particular days
- set precise outbound rules for who can be contacted when
Landlord administrators can:
- define how each media channel (chat, email, voice, etc) is handled within SCC
- define dispositions codes for agent and non-agent sessions for all tenants
- set up other landlord-level users
- set destination tenants for particular source/ destination patterns
Disaster recovery
As Softdial Repository is a single, central store, it can be backed up, making recovery from any system failure a far easier process. Configuration items can be easily accessed, and the complete system re-installed smoothly and quickly. All agents and campaigns can be operational again with no manual data entry required.
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