Contact Center Software for SMBs

High-efficiency, low TCO, cloud-based performance, accommodating teams of 20 to 300+ agents.

About Contact Center Software for SMBs

SCC is engineered for exceptional performance, catering to a wide range of scales, from small business that easily support 20 to 300+ agents. We also have an Enterprise option that can scale to 10,000+.

Small to medium-sized contact centers can opt for SCC as a cloud service, known as Contact Center as a Service (CCaaS). This CCaaS solution can be managed and supported through direct management by DataTel:

Startup are welcome and with our experience we can help you in many areas of your organization.
Check out the DataTel Philosophy.

As a Platform

Our subscription based CCaaS service, known as Softdial Cloud™, is a fully managed and supported solution. This cloud-based service efficiently handles agent workloads across all communication channels, ensuring optimal agent productivity and delivering exceptional customer service. Here are some key highlights:

Operates on a subscription basis, minimizing the need for upfront costs.

Accessible from anywhere and provides global coverage.

Straightforward to set up and can be launched quickly.

What’s different about Softdial Contact Center:

Optimize efficiency across all types of work tasks.

SCC efficiently handles communications across various media channels, including voice, chat, email, social media and messaging. It automatically combines and balances contact sessions among agents, queues, and campaigns using its Automatic Session Distributor (ASD®). This optimization typically results in a 20% increase in agent productivity, while also ensuring that all Service Level Agreements (SLAs) are met and reducing customer wait times. Importantly, this performance improvement doesn't affect the effectiveness of outbound predictive dialing.

Ensure agents are engaged and occupied by allowing them to manage multiple active conversations simultaneously

SCC's Agent Desktop keeps agents engaged by enabling them to manage multiple text-based contact sessions concurrently. They can seamlessly switch between sessions while remaining available to answer incoming calls. This unified interface presents all media channels in a consistent manner, simplifying the agent's work and providing variety, which ultimately boosts job satisfaction, enhances agent retention, and reduces training expenses.

Enjoy the freedom to work from anywhere – whether it's from the comfort of your home, a remote location, or within a traditional contact center setting.

SCC provides a suite of browser-based tools accessible to agents, supervisors, and administrators. Agents can effectively work from home with minimal hardware requirements, including an entry-level laptop or tablet, a headset, and an internet connection. Supervisors have the flexibility to manage agents whether they are in the office or working remotely, and administrative staff can promptly adapt to evolving requirements, making configuration updates from any location and at any time.