Flexible Contact Center Software

Comprehensive Functionality, All-in-One, Crafted for Scalable Performance

At a Glance

What is Softdial Contact Center™?

Softdial Contact Center™ is a highly flexible and feature-rich contact center software platform offered by DataTel. It is designed to facilitate blended customer interaction services, making it suitable for a wide range of industries and applications. This software is available in multiple deployment options, including:

Contact Center as a Service (CCaaS): Subscribers can access Softdial Contact Center™ as a cloud-based service, eliminating the need for upfront investments and management hassles.
Platform for CCaaS multi-tenant: Organizations can use Softdial Contact Center™ as a platform to offer Contact Center as a Service (CCaaS) to multiple tenants globally through a single cloud-based installation.
Platform for Enterprise Contact Centers: Enterprises can deploy Softdial Contact Center™ to manage high volumes of interactions between customers and agents, whether their agents work from home, remotely, or on-premises.

This software is known for its flexibility, scalability, and robust features, making it suitable for a wide range of contact center applications, including debt collections, customer service, market research, telemarketing, and more. It is designed to optimize agent performance, enhance the customer experience, and provide seamless integration with various third-party applications. Softdial Contact Center™ is backed by our extensive experience in the debt collections or contact center software industry and is used by thousands of users in numerous countries.

What is Softdial Contact Center™ for ?

Softdial Contact Center™ (SCC) caters to three primary user groups, each with distinct needs and objectives:

Subscribers: SCC serves subscribers who require comprehensive Contact Center as a Service (CCaaS) functionality without the burden of upfront costs and complex management tasks. This option offers a hassle-free way for organizations to access advanced contact center capabilities.
Multi-tenant: SCC empowers organizations to offer Contact Center as a Service (CCaaS) to multiple tenants worldwide, all from a single cloud-based installation. This streamlined approach allows organizations to efficiently deliver contact center solutions to their clients or different business units without the need for extensive infrastructure.
Enterprises: SCC is ideal for enterprises that need to manage large volumes of interactions between customers and agents. Whether agents are working from home, remote locations, or on-premises, SCC provides the tools and capabilities required to ensure efficient customer interactions and service delivery.

In summary, SCC’s flexibility and adaptability make it suitable for a wide range of users, including subscribers seeking hassle-free CCaaS, multi-tenancy delivering CCaaS to multiple clients or business units, and enterprises managing diverse customer interaction scenarios.

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.

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.

What makes SCC's CCaaS architecture unique?

Discover what powers SCC and how it can assist you in cost reduction, efficiency improvement, and better customer service.

Take a look at the CCaaS Architecture here >>

Enhance customer satisfaction and boost agent performance.

No matter the objectives of your contact center, ensuring both customer and agent satisfaction is crucial.

Functionality

The functionality provided by SCC can be categorized into the following broad areas:

Inbound/Outbound

SCC effectively manages both inbound and outbound sessions, and in the context of multi-media contact, a ‘session’ corresponds to a ‘call’ in traditional telephony. SCC takes care of session management from initiation to routing, handling, disposition, and reporting/replaying. This centralized authority model allows for rapid and highly sophisticated decision-making in response to changing conditions, such as variations in agent availability or surges in inbound traffic. For example:

Inbound: SCC’s Automatic Session Distributor (ASD) maintains various Service Level Agreements (SLAs) across multiple media channels, seamlessly blending agents as demand dictates.
Outbound: SCC’s predictive dialing algorithm automatically stays within even the most stringent compliance regulations covering the Fair Debt Collection Practices Act (FDCPA), Consumer Financial Protection Bureau (CFPB), FCC/ FTC, Telephone Consumer Protection Act (TCPA), and Do Not Call.

This centralized approach not only enables agent blending, moving them between time-critical tasks and handling spikes in inbound volume but also evenly distributes workload across all contact channels, ensuring automatic adherence to SLAs and optimizing agent efficiency.

Omnichannel

SCC is designed to handle a diverse range of media sessions, including audio/video, and text-based channels such as email, SMS, chat, social, and more. What sets SCC apart is its consistent treatment of all media channels, allowing for various scenarios:

A chat or chatbot session can smoothly transition to a live agent interaction.
Scripts created for voice conversations can seamlessly adapt to chat interactions.

SCC’s modular media plug-in architecture further enhances its flexibility by enabling the straightforward integration of additional media channels, such as third-party chat applications or other web services, as needed.

Agent desktop

All agent activities are streamlined through a unified web-based interface known as Softdial One™, encompassing various capabilities such as:

Control over multiple sessions
Concurrent engagement in multiple active chat, email, social media, or SMS sessions, alongside readiness for voice interactions
Access to agent scripts
Integration with third-party web pages and applications

Manangement

At the core of SCC is the principle that automation should be applied wherever possible. To facilitate this:

Predictive dialing pacing is managed by the Virtual Event Machine (VEM®) without requiring supervisor intervention.
Various types of bots, including IVR, chat, and email bots, can be created entirely within SCC using Softdial Scripter™, which is a drag-and-drop, no-code flow design tool.
SCC incorporates its own Natural Language Processing (NLP) engine to understand customer intent better.
Scripter can automate numerous workflow functions within the contact center, such as retrieving data for routing decisions or displaying information to agents.

Recording

To assist supervisors and managers in ensuring that agents follow best practices and to troubleshoot any issues, SCC offers:

Audio recording of agent and customer voice conversations.
Screen recording of the agent’s workstation.

AI and automation

At the core of SCC is the principle that automation should be applied wherever possible. To facilitate this:

Predictive dialing pacing is managed by the Virtual Event Machine (VEM®) without requiring supervisor intervention.
Various types of bots, including IVR, chat, and email bots, can be created entirely within SCC using Softdial Scripter™, which is a drag-and-drop, no-code flow design tool.
SCC incorporates its own Natural Language Processing (NLP) engine to understand customer intent better.
Scripter can automate numerous workflow functions within the contact center, such as retrieving data for routing decisions or displaying information to agents.

Open APIs

APIs have been central to SCC since its inception as a plug-in within third-party contact center environments. These APIs expose all areas of SCC’s functionality, making it easy to integrate with third-party applications. Whether it’s CATI products for market research, AI routing decision products, or CRM systems

SCC’s API set is:

Robust: All SCC services use these APIs, ensuring their reliability through thorough testing and years of field use.
Comprehensive: The APIs provide control over every aspect, allowing third parties to manage agent/user functions, CTI (Computer Telephony Integration), and campaign management.

These APIs are accessible through various transport methods, including sockets, web sockets, HTTP, and HTTPS, making them adaptable to different situations and needs.

What We Offer

Capabilities

Modules

Solutions

By Business Type

By Industry