Sytel has expanded availability of its Softdial Cloud CCaaS platform for SMB and enterprise contact centers, which is now available across EMEA and APAC.
Previously, this cloud environment was only available in North America, but – going forward – Sytel will bring the technology to more locations across the APAC and European regions.
The fully-managed service offering presents companies with an out-of-the-box, low-risk system for expanding their contact center services into the cloud with no upfront investment.
Discussing its value, Michael McKinlay, CEO of Sytel, stated:
“Softdial Cloud gives full access to our flagship Softdial Contact Center (SCC) software, delivering rich, full-service functionality at scale in the cloud; no restriction, no compromise.”
Expanding the Sytel Global Footprint
Sytel developed the Softdial Cloud solution to help users achieve more with their available resources.
According to McKinley: “Everything that can be automated is automated, so the best possible efficiency is maintained.”
He also noted that the Softdial Contact Center frees supervisors from having to constantly monitor service levels while providing a real-time view of agent productivity.
In addition, the solution helps to manage these workloads, considering agent availability and – across digital channels – conversation concurrency.
Meanwhile, it allows agents to switch between channels to maintain engagement and reduce attrition.
Finally, the Softdial Cloud ecosystem comes with many out-of-the-box features like:
- A cloud ACD solution that scales to an excess of 10,000 agents
- A unified agent desktop, which enables channel blending
- Predictive dialler solutions
- APIs to allow for rapid integration with existing third-party products
- Extensive reporting, historical analysis, and real-time monitoring capabilities
The Evolving Softdial Cloud Contact Center
The Softdial Cloud solution means end-users can connect with companies using their preferred channel of chat, voice, email, or anything else. They can also switch easily between different channels, without losing access to conversational context.
In addition, an agent can maintain the same information throughout the customer journey with a single web app, no matter the channel
According to Sytel, new subscribers may implement the technology in days. Indeed, there’s no software to install, and IT specialists aren’t necessary. Plus, minimal training is required.
Finally, users can scale their system up and down as demand requires, extending and customising their solution with expert guidance.
