Softdial Contact Center
By Sytel Limited
Flexible Deployment Options: Users appreciated its versatility with deployment models, including cloud, hybrid-cloud, and on-premises, offering adaptability to different business needs
Customizable Agent and Supervisor Desktops: The platform allows for bespoke desktop environments tailored to roles, enhancing usability and efficiency for both agents and supervisors
Integration and API Support: SCC supports secure integrations through APIs and offers flexibility to integrate with third-party systems, which users found beneficial for creating tailored solutions
Ease of Use: The software is user-friendly for agents, supervisors, and reporting analysts, making it easy to deploy and operate across public, private, or on-premise servers
Improved Customer Engagement: Many users reported enhanced customer experience and retention due to SCC’s capabilities in handling multimedia communication and centralized management
Comprehensive Features: Features like natural language processing (NLP), real-time analytics, multi-channel communication, and CRM integration were highlighted as key strengths
Dependency on Third-Party Licenses: While the software integrates well with other systems, users mentioned the need to purchase additional third-party licenses (e.g., CRM systems) as a drawback
Limited Cross-Channel Conversation View: Some users noted that while conversation history is available within a single channel, there is no unified view of interactions across multiple channels, which could improve the user experience
