Sytel’s Softdial Contact Center is a series of contact center services built around a command and control hub called Softdial CallGem. Softdial CallGem takes responsibility for call session management, routing, ACD logic and pacing, and provides clean and consistent interfaces for the various line-of-business applications required to make up a complete contact center solution. Automatic call distribution places calls evenly across all agents to balance workloads, yet allows for calls to be assigned by skill set, and inbound routing can be dynamically tailored to the exact operational requirements of the call center at any given time. The system supports IP and TDM communications, flexible call monitoring, call recording and retrieval, and multi-channel campaign management that can blend inbound and outbound audio, email, SMS, and chat.
Softdail Key Features
- Outbound Voice
- Inbound Voice
- Campaign Management
- Integrated Voice Recording
- IP PBX
- Skills Based Routing
- Callback Management
- Call Recording Management
- Agent Screen Pop