Softdial Contact Center™ (SCC) is a suite of modular applications providing a core layer of architecture for a contact center system. The SCC components can be used individually or together to enhance an existing system or to deliver a complete call center solution.
At the heart of the SCC architecture is Softdial CallGem™ which acts as a central control unit for all other SCC modules, as listed below.
The following diagram illustrates the various application modules configured as a Softdial Contact Center™ solution.
Fig. 1 - The Softdial Contact Center™ Solution
Overview of components
Softdial Contact Center™ comprises the following components: (Follow links for an overview of each component or topic)
- Command and Control (Command Center - Outbound and Inbound )
Acts as the central control unit for all SCC components, exposing the API for integration with 3rd party applications. - Softdial Campaign Manager™
Provides supervisory control over campaign performance and acts as the link between the campaign database and Softdial CallGem™. - Softdial Scripter™
Generates flexible scripting templates for agent prompts and input to maximise live call success rates. Also acts as user interface for a range of calling features such as call recording, call transfer etc. - Softdial Agent Desktop™
Browser-based tool for agents to manage multiple concurrent customer interactions, which includes built-in call control, scripting and WebRTC Phone, a WebRTC phone in the browser. - Softdial Reporter™ 5
Reports detailed real time and historical contact center performance data. - Softdial Telephony Gateway™ (STG)
Routes all inbound and outbound calls as directed by Softdial CallGem™ - also provides call recording capability. - Softdial Recording Monitor™
Searches, retrieves and replays audio and screen recordings from the call recording database. - Softdial Phone™
Provides software based agent and supervisor handset/ headset control, integrated with Softdial Contact Center™. - Oceanic® - outbound campaign planner
Not part of the SCC suite but uses the intelligence of VEM® algorithms to provide a powerful campaign planning and estimating capability