(v10.6)
Softdial Contact Center™ (SCC) is a suite of modular applications providing a core layer of architecture for a contact center system. The Softdial components can be used individually or together to enhance an existing system or to deliver a complete call center solution.
At the heart of the Softdial architecture is Softdial CallGem™ which acts as a central control unit for all other Softdial modules, as listed below.
The following diagram illustrates the various Sytel application modules configured as a Softdial Contact Center™ solution.
Fig. 1 - The Softdial Contact Center™ Solution
Overview of components
Softdial Contact Center™ comprises the following components: (Follow links for an overview of each component or topic)
- Softdial CallGem™ (Command Center - Outbound and Inbound )
Acts as the central control unit for all Softdial components, exposing the API for integration with 3rd party applications. - Softdial Web Client Architecture
Provides browser access to most Softdial applications - Softdial Campaign Manager™
Provides supervisory control over campaign performance and acts as the link between the campaign database and Softdial CallGem™. - Softdial Scripter™
Generates flexible scripting templates for agent prompts and input to maximise live call success rates. Also acts as user interface for a range of calling features such as call recording, call transfer etc. -
Reports detailed real time and historical contact center performance data. - Softdial Telephony Gateway™
Routes all inbound and outbound calls as directed by Softdial CallGem™ - also provides call recording capability. - Softdial Recording Monitor™
Searches, retrieves and replays audio and screen recordings from the call recording database. - Softdial Phone™
Provides software based agent and supervisor handset/ headset control, integrated with Softdial Contact Center™. - Oceanic® Campaign Planner
Not part of the Softdial suite but uses the intelligence of VEM® algorithms to provide a powerful campaign planning and estimating capability