Today's consumer expects a choice of contact media types - voice, email, web chat, social media, etc. They may even expect a conversation across a number of these. Softdial Contact Center™ (SCC) offers end-to-end support for non-voice media types, and connectors to integrate with any 3rd party applications that handle them, e.g. speech recognition, chat providers, social media alerting tools, etc.
Agents can be members of several queue types. For instance, a CSR on an inbound campaign could simultaneously handle several email conversations and a chat session. This enables the best possible use of agents' time.
Whatever the medium of engagement, SCC offers the solution.