Users of Salesforce™ now have easy and intuitive access to the powerful cloud contact center omnichannel functionality provided by Sytel's Softdial Contact Center™ (SCC) platform via the SCC Client, embedded in the Salesforce client. Available for Lightning version only, the SCC Client is available on Salesforce AppExchange.
The SCC Client is free but paid licenses are required for any supporting SCC services. These are installed, configured and managed by Sytel's network of partners.
Once installed, the Sytel SCC Client empowers agents to communicate with customers manually or automatically, on the media channel that suits them - phone, chat, email, SMS, social - giving a rich and seamless customer experience, switching between channels as required.
The Sytel solution is software-only, so can easily be deployed on a public cloud, allowing agents to be located anywhere – at home, remote or in a contact center. All communication is secure and can be over the internet, so an agent only needs
The phone within SCC Client is integrated into the browser using WebRTC, offering secure, encrypted communication. Web chat is supported natively, and any social media messaging can be added via connectors.
Agents can handle one voice and multiple text sessions simultaneously, each with an associated SF record, switching between active sessions within the same interface.
When any inbound or outbound session connects, a Salesforce screen-pop is triggered showing all relevant customer data, via the tight CTI integration with records and SF functionality.
Salesforce contacts may be dialled automatically by exporting and loading into the SCC platform as a calling list.
Sessions may be recorded to aid future training, either manually at the agent's request, or automatically per agent, queue or campaign
As well as handling automated connections, agents may choose to
After each session, the outcome/ disposition, any chat conversation history, and any notes entered during the session are logged to its associated Salesforce record. A session record is also kept within the Sytel system for rich performance analysis.
Supervisors using the client can improve agent performance by selecting agent voice conversations to monitor/ coach/ barge.
The SCC Client also enables the agent to: