At the core of Softdial Contact Center™ is Softdial CallGem™ which acts as a command and control center, keeping track of agent, campaign and telephony states via its interfaces to external components.
Softdial CallGem™ provides middleware and interfaces for
- driving telephony functions via Softdial Telephony Gateway™ or an existing PBX / PSTN connection
- interacting with Softdial Campaign Manager™ or a third party CRM application to acquire the outbound numbers for outbound calling queues and deliver information relevant to each call to the agent desktop.
The user communicates with Softdial CallGem™ via any Softdial application, such as
- Softdial Campaign Manager™
- Softdial Scripter™
- Softdial Control Center
- Softdial Phone™
or via any integrated 3rd party application.
Softdial CallGem™ is an essential component of any Softdial Contact Center™ solution, inbound or outbound, and is supplied integrated with any valid Softdial configuration.
Fig. 1 provides an overview of the functional layers surrounding Softdial CallGem™.
Fig. 1 - Softdial Contact Center™ - Functional Overview
Component configuration options
Softdial Contact Center™ components have been designed for versatility and ease of integration. The components can be provided packaged as a complete contact center solution (as shown in Fig. 1) or in a variety of combinations as required to enhance an existing call center system. The modular strategy allows any existing call center system to be progressively upgraded with minimum disruption to day to day operations.
The valid configuration options are dependent on the type of call center, i.e.
- outbound only
- inbound only
- combined inbound / outbound
and the additional features that the customer might require, e.g.
- campaign management
- agent scripting
- management reporting
- call recording
- IVR
For outbound call centers, the minimum configuration is CallGem core, which can be supplemented with any of the other components. The only restriction is that Softdial Telephony Gateway™ is a prerequisite for the Softdial Recording Monitor™ component.
For inbound call centers, any combination of components can be provided depending on the existing configuration.
For customers wishing to provide hybrid Sytel / 3rd party solutions, Sytel offers excellent API support via the Softdial CallGem™ architecture to any 3rd party applications such as CRM, scripting or telephony products.
In addition to full integration at the API level, Sytel also provides a framework for easily integrating existing call center components into a Sytel solution. This is currently provided for agent scripting products and will be extended to other applications depending on market demand.
If you require any further information or wish to make an enquiry about a proposed solution, please contact Sytel support at support@sytelco.com.