Sytel Ltd – Softdial Contact Center™ (SCC)

About Sytel Ltd

Sytel Limited develops and supplies Softdial Contact Center™ (SCC) multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. It brings the same world-class innovation to the multimedia contact center that is used in developing its world-leading AI Predictive Dialer.

Our uniquely flexible contact center software platform, Softdial Contact Center™ (SCC), delivers high-performance customer interaction services via public/ private cloud or on-premise.

About Softdial Contact Center™ (SCC)

Softdial Contact Center™ (SCC), is a uniquely flexible contact center software platform, delivering high-performance customer interaction services via public/ private cloud or on-premise.

SCC is:

- a single, unified platform with central configuration, and a single smooth path to getting help and support

- modular, allowing users to run the entire suite or swap out components via comprehensive, robust APIs.

It can be extended, modified, adapted and even white labelled to fit any business requirements, supporting from 10 agents to 10,000+ per installation.

SCC is currently driving 50,000+ users in 50+ countries, used by:

1. partners to provide a Contact Center as a Service (CCaaS) to many tenants across the globe from a single cloud installation

2. enterprise end users to manage high volumes of interactions between customers and agents, whether at home, remote, or on-premise

• ACD
  • Multiple Skill Groups Supported
  • Supervisors Can Log Out Agents Remotely
  • Listen and Monitor Agent Conversations
  • Multiple Announcements and Music Treatment Provided
  • Skill Based Routing
  • Supervisor Can Change Skill Groups

• CTI
  • Multisite Routing
  • Queue Optimization
  • Abandoned Call Recovery
  • Screen Pop
  • DeskTop Integration

• Dialer
  • Outbound Dialer
  • Preview Dialer
  • Predictive Dialer
  • Answering machine detection
  • Proactive outbound
  • Call Compliance US
  • Call Compliance Canada
  • Call Complinace Other
  • Outbound Multi Channel Engagement

• IVR
  • Accurate prediction of expected wait time in queue
  • Natural languge speech recognition?
  • IVR and Channel Testing
  • Load Testing

• Intelligent Virtual Agent (IVA) assistance
  • Automatic Callback
  • Speech Recognition
  • Text-to-speech (TTS)
  • Seamless Transfer of customer information from self-service to agent
  • Universal Queueing
  • Real Time Reporting

• Virtual CallBack
  • Multi Channel Virtual Callback

• Social Media
  • Social Media Monitoring

• Multi-channel - Omni Channel
  • Unified contact channels
  • Unified blending
  • Unified Administration
  • Unified Routing
  • Unified Reporting
  • eMail Management
  • Unified Comminications

• PBX
  • IP PBX
  • VoIP Phone System

• WEB Capability
  • Web Chat Capability
  • Web Virtual Assistance
  • Web Click-to-Call
  • Web Self - Service
  • Web Callback
  • WebRTC

• Analtyics
  • Desktop Analytics
  • Big Data Analytics
  • Data Driven Design

• Performance Management
  • Compare employee performance against peers
  • Help identify strengths and weaknesses

• Training and Coaching
  • agent coaching

• Quality Monitoring
  • Real-time monitoring of voice and screen
  • Web interface
  • Schedule for call recording
  • Playback for any LAN/WAN workstation
  • Speech Analytics
  • Analytics based on keywords or phrases
  • Screen Playback synchronized with audio
  • Instantaneous call retrieval
  • Flexible rules editor
  • VoiP recording
  • Voice and screen saved in standard file formats
  • Calls automatically routed to evaluators
  • Search for call on Ad hoc basis
  • Integrated Reporting
  • Multi-site Recording
  • Screen Recording
  • Virtual Contact Center Recording
  • Open Source Recording
  • Compliance monitoring

• Language Capabilities
  • Multi Language Capabilities
  • Multi Lingual text analysis

• BPO
  • Inbound
  • Outbound
  • Blended
  • BPO Chat
  • BPO Email
  • BPO Social
  • BPO Onshore
  • BPO Offshore

• Other
  • Telecom Billing
  • Customer Support Ticket Management
  • Knowledge Management
  • Help Desk Software B-B
  • Toll Free Numbers
  • Help Desk Software B-C
  • Email Management

• Chat
  • SMS/Text
  • Facebook Chat

• Number of Agents
  • 1 - 50 Agents
  • 51 - 150 Agents
  • 151 - 250 Agents
  • 251 - 500 Agents
  • 501 - 1000 Agents
  • Over 1000 Agents

• Integration
  • Systems Integration
  • CRM Integration
  • Salesforce Integration
  • Front and Back Office Integration
  • Other Consulting Services
  • Data Recovery Services

Directory Categories

• Cloud Contact Center Solutions