Softdial Contact Center
By Sytel Limited
Softdial Contact Center is Sytel's flagship suite of contact center applications and services, designed to maximize customer satisfaction and agent productivity. The platform offers sophisticated inbound routing, high-performance predictive dialing, and dynamic blending across multiple communication channels. SCC features an omnichannel, multi-session desktop that allows agents to handle multiple text-based conversations simultaneously while remaining available for voice calls. This versatility enhances agent efficiency and job satisfaction, potentially boosting productivity by up to 20%. The system includes at-a-glance reporting for all media channels and provides comprehensive APIs for integration and customization. Softdial Contact Center is designed with flexibility and scalability in mind, catering to subscribers, partners, and enterprises alike. It can be deployed as a full suite or in selected modules, and its comprehensive APIs allow for easy integration with third-party applications. The platform supports remote work capabilities, enabling agents to operate from home with just a laptop, headset, and internet connection. Softdial Contact Center also incorporates AI and automation features, including a Virtual Event Machine (VEM®) for predictive dialing control, a Natural Language Processing (NLP) engine for customer intent analysis, and Softdial Scripter™ for creating bots and automating workflow functions. This combination of features makes SCC a robust and adaptable solution for modern contact center operations.
Softdial Contact Center stands out from its competitors due to its exceptional flexibility and comprehensive feature set. The platform's unique Automatic Session Distributor (ASD®) manages communication across all media channels, automatically blending and load balancing contact sessions between agents, queues, and campaigns. This centralized approach optimizes agent time, typically boosting productivity by 20%, while adhering to service level agreements and minimizing customer wait times without compromising outbound predictive dialing performance.
Seller
Sytel Limited
HQ Location
Aylesbury, Buckinghamshire, United Kingdom
Company Website
https://sytel.com/
Contact
+44 1296381200
Year Founded
1994
Automatic Lead Distribution
Automatic Call Distribution
Activity Dashboard
Alerts/Escalation
Activity Tracking
Auto-Dialer
Sophisticated inbound routing
High-performance predictive dialing
Custom
Per User Per Month
English
Where in GCC does Softdial Contact Center have offices?
Not available.
Who are Softdial Contact Center customers in the Middle East?
Not available.
What is Softdial Contact Center local address?
Not available.
Is Softdial Contact Center platform available in Arabic?
Not available.
Does Softdial Contact Center platform use AI? And where?
Softdial Contact Center (SCC) incorporates AI in several aspects of its platform:
Predictive Dialing: SCC uses an AI-based approach for its predictive dialer, which is described as unbeatable in head-to-head trials against other dialers.
Natural Language Processing (NLP): SCC has its own NLP engine for gaining insight into customer intent.
Bots and Automation: The platform allows for the creation of AI-powered bots using Softdial Scripter™, a drag-and-drop, no-code flow design tool. These bots can handle IVR, chat, and email interactions.
Virtual Event Machine (VEM®): This AI component controls the pacing of predictive dialing without supervisor involvement.
Integration with External AI: SCC can integrate with third-party bot and conversational AI services to extend its capabilities.
AI-Powered Bots: The platform supports both rules-based and AI-powered bots for text-based interactions across various channels like chat, SMS, email, and WhatsApp.
These AI features are designed to enhance automation, improve customer interactions, and optimize agent productivity within the contact center environment.
What AI does Softdial Contact Center use? ChatGPT, etc.?
The Softdial Contact Center (SCC) platform uses artificial intelligence (AI) extensively to enhance its functionalities and improve customer interactions. The platform incorporates AI in various aspects, including predictive dialing, natural language processing (NLP), and automation.
What AI Does Softdial Contact Center Use?
Predictive Dialing: The Sytel AI Dialer™ is a key component of SCC, providing world-leading predictive dialing performance. It uses advanced algorithms to predict the optimal dialing rate, ensuring maximum agent productivity while complying with regulatory guidelines.
Natural Language Processing (NLP): SCC leverages NLP to interpret customer intentions and facilitate interactions through text bots and IVR systems. The platform's Softdial Scripter™ tool includes text-based NLP facilities, enabling the creation of sophisticated chatbots that can understand and act on complex customer queries.
Is Softdial Contact Center a web3 company?
No.
Is there any web3 components?
No.
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