Customize, Localize, White Label

Tailor user interfaces to meet unique needs and preferences.

At a Glance

Customized Contact Center as a Service Solutions for Every Client

The user interfaces of all Softdial Contact Center™ (SCC) components are meticulously crafted to cater to the unique needs of a wide range of contact center operations. These interfaces ensure that tools and information are presented in a manner that is most beneficial to each user, regardless of their role within the contact center, whether they are agents or administrators.

SCC empowers users with fine-grained control over various aspects of their interface. Users can make personal adjustments, or administrators (or landlords on behalf of tenants) can design and publish customized interfaces for users. This level of control ensures that users have access to precisely the information and tools they require for their tasks, while also limiting access to irrelevant features.

Adapting to the user’s preferred language and communication style.

Ensuring that the web UI for all SCC components can be displayed in the user’s native language, eliminating any language-related obstacles to productivity. Users can either have their language preconfigured or choose it upon login, with multiple languages readily available, and the capability to create and incorporate additional translations as needed.

Directing the progression of the session

Complex scripts with conditional branching, dynamic data retrieval from various sources, and a variety of visual components (color, logos, checkboxes, buttons, menus, text input fields, etc.) can be crafted and provided to agents to assist them during customer interactions. Additionally, any guidance or helper text within the script can be presented in the user’s preferred language.

Customized desktop layouts are available for agents, supervisors, and administrators

In SCC, a web desktop layout can be tailored to display precisely the information and tools necessary for each user. For instance:

Agents can have a simplified view that only includes essential elements for managing contact sessions, with the ability to show or hide specific buttons.
Supervisors and managers have the flexibility to customize their own desktop layouts by combining various elements like reports, 3rd party web pages, scripts, configuration items, coaching and barge-in functions, and more. These layouts can be saved and shared as needed.

Customization for Integrators

Integrators have the flexibility to apply their branding elements to Softdial One™, SCC’s unified web UI, by adding themes and logos. Additionally, they can extend and improve the core SCC platform by incorporating their own software packages.

Identifying the caller

Outbound sessions can be allocated a Calling Line Identity (CLI) or ‘sender’ address, ensuring that:

The recipient can readily identify the source of the communication.
Any subsequent return call or reply is directed to the designated number or address.

Customized reporting options

Supervisors and managers can access a variety of predefined reports that detail agent, queue, and campaign performance. These reports can be customized to align with the specific requirements of the user. Additionally, custom Key Performance Indicators (KPIs) can be generated and incorporated into any report, including data from external sources apart from SCC.

Authorized users have full autonomy in selecting the agents, queues, and campaigns to be covered within a designated timeframe.

Moreover, for users who prefer to utilize their own reporting tools, raw data can be exported in the preferred format to any relational database.

Facilitating access to the appropriate tools

The SCC applications that are accessible to users upon login can be customized. For instance, an agent might only see the Agent Desktop, while an administrator could have access to the complete suite of SCC tools. Additionally, the selection can be expanded to include one-click access to third-party web apps, eliminating the need for separate logins to different systems.

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