Sytel extends the contact center as a service with Softdial Cloud

Sytel announced the extended availability of Softdial Cloud™, its Contact Center Subscription as a Service (CCaaS) feature for SMB and enterprise contact centers. Softdial Cloud™ was previously only available in North America and now has points of presence throughout Europe and APAC regions.

Fully managed and supported by Sytel, Softdial Cloud™ presents an out-of-the-box, low-risk opportunity for organizations to migrate or extend their contact center services to the cloud with no upfront investment.

Commenting on the ad, Michael McKinlay, CEO of Sytel said “Softdial Cloud™ provides full access to our flagship product Softdial Contact Center™ (SCC) software, delivering rich and comprehensive functionality at scale in the cloud; no restrictions, no compromises.

“With Softdial Cloud™, users can do more with the resources they have. Everything that can be automated is automated, so the best possible efficiency is maintained.

“Supervisors no longer have to constantly monitor service levels. Agents are automatically kept productive, with the workload suited to their abilities, even multiple text sessions at once. Varied work helps keep high-value agents engaged and reduces attrition.

“And Softdial Cloud™ is also good news for customers. Yes, they can use any channel they want – chat, voice, email, etc. But they can also easily switch between them to continue the conversation with the same agent, who has everything they need in a single web application, regardless of the channel. A seamless customer journey delivers faster resolution with less effort, resulting in happier customers.

“New subscribers can be up and running in days, guided by one of our expert client managers, with no software to install, no IT specialists required and minimal training required. They can be scaled up and down instantly based on demand, or expanded and customized under Sytel’s expert guidance. All the power, flexibility and advanced features of SCC are in their hands.

Out-of-the-box features of Softdial Cloud™ include:

» Automated response to changing customer contact patterns, with mix and balance of all voice, email, chat and messaging queues

” a ACD cloud which will grow to over 10,000 agents, but will also manage a 50-seat contact center

” a predictive dialer that keeps agents as busy as possible, delivering peak performance even under the most stringent compliance regulations

» in-session channel switching, e.g. voice chat, leading to faster resolution and higher customer satisfaction

» the possibility for agents to multitasking across contact channels at the same time

” a rich set of APIs to allow integration with any third-party product

” complete reportsfor real-time tracking and historical analysis

For more information on Sytel’s SoftDial Cloud Click here

Sytel provides CCaaS technology that redefines what is possible in a cloud contact center software platform.

Our mission is to deliver on the promise of easy-to-consume contact center services, but deliver an out-of-the-box (OOBE) experience that integrates multi-session and multimedia ACD, blending, best-in-class outbound traffic and a set of business tools for contact. center workflow, agent desk, reporting and line of business integration.

Sytel offers CCaaS directly to subscribers and, together with our partners, provides complete CCaaS solutions for carriers, CCSPs and large-scale end users in more than 50 countries. Sytel’s technology is at the heart of many of the world’s largest call center operations.

For more information about Sytel, visit their Website