At a Glance
Service on all media channels
SLAs automatically maintained – no supervisor involvement
Cross and up-sell with customised agent scripts
Customer contact history available to agents
Automated welcome services – IVR/ bots
Interact with the customer while in queue
Route to a preferred agent
About Sytel’s Customer Service Solution
First-class customer service begins at the touchpoint a customer chooses – phone, email, web chat, text, social messaging or video. Softdial Contact Center™ (SCC) supports all media channels as a fully blended system, enabling customer service operations to equip agents for success and deliver a uniquely optimised CX.
With SCC you can achieve the most with the resources you have, by cutting down unproductive time, automating responses where possible, minimising customer wait times and preparing agents with timely information.
To route customers as quickly as possible to the queue/ agent best equipped to help them, SCC allows sophisticated routing rules to be set
Enabling a smooth customer journey
And if no agents are available, IVR/ chatbots can offer other options such as leaving a message or booking a callback.
Equipping agents for success
Any data accumulated along the way is passed along as the journey progresses, and any information provided by the customer (e.g. account number) need only be given once. No matter where the customer journey leads, transferring between agents, automated services or media channels, any data goes with them. Agents are kept informed at all points and customer frustrations are minimised.
To maximise cross-sell/ up-sell opportunities, agent scripts/ prompts can contain contextual suggestions, tailored according to the flow of the conversation.
Equipping contact centers for excellence
Watch how this works here >>
IVR, chatbots and other automated customer touchpoints are available to perform front-line services such as identifying the customer, which allows agents to keep working on higher value activities, and allows customers to be directed to the right department or service as quickly as possible.
SCC offers precise control in designing and delivering the most complex IVR and chatbot flows, using Natural Language Processing (NLP). Or 3rd party chatbots and other services can be integrated to make the customer journey as swift and effective as possible.
To enable agent monitoring and improvement, supervisors can listen in or contribute to customer conversations where they wish, and all interactions can be recorded and reviewed for quality monitoring and further agent training.
In-Queue Scripts
To provide high quality customer service, users may want to perform tasks on a queued customer session, in order:
- for the system to provide information to the caller while in the queue
- to retrieve data about the caller, and manage the session based on that data
- for the caller to provide information to the system while in the queue
Softdial Contact Center™ (SCC) provides this functionality using in-queue scripts.
Preferred Routing
Sytel’s Softdial Contact Center™ (SCC) platform offers the ability to route a session to a preferred agent, who may have been identified because
- an external service has chosen them
their skillset is the most appropriate for this customer - the customer has a particular account manager
- the customer has had a previous successful interaction with the agent
This personalisation increases customer satisfaction and adds a level of sophistication to the business process.
More solutions by business size:
Enterprise
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business (SMBs)
A full featured contact center software solution, designed for optimum performance at scale
Case studies
Kantar (Global) – Fully Managed, Multi-Tenant CCaaS Solution
CloudControl (France) – Cloud Based Scripting for Maximum Agent Productivity
BVA Group (France) – Ready-Made CATI/ Dialer Integration Drives Expansion
GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms
Abt (US) – Cloud-Based Deployment Serving Multiple Sites
Peixe Urbano (Brazil) – In-Call IVR for PCI Compliant Payments
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