Sytel Announces Softdial Contact Center (SCC) Client Related Articles How to Win More Client Projects for Your Outsourced Contact Centre or BPO The Rise of Client Experience in Financial Services Sytel Launches Global Compliance Solution Definition: Contact Centre Jargon and Terminologies © luismolinero-Adobe Stock- 254036165 313 Filed under - Contact Centre News, Sytel Sytel has announced the launch of SCC Client on Salesforce AppExchange, giving users easy access to the multi-session, multichannel functionality provided by Sytel’s Softdial Contact Center (SCC) cloud platform. Built on the Salesforce Platform, SCC Client is currently available here. Softdial Contact Center (SCC) SCC connects and manages inbound and outbound contact sessions in all media channels – voice, chat, email, video, social – offering: Sophisticated routing of inbound sessions to connect customers quickly to the most appropriate agent AI-powered predictive dialling to work through an exported Salesforce calling list A comprehensive suite of quality management tools, including call recording and reporting SCC ensures that inbound SLAs are maintained and agent time is best utilized with automatic blending and load-balancing of both voice and text-based sessions. The SCC Client enables agents to handle one voice and multiple text sessions simultaneously, each with an associated Salesforce record, switching between live sessions within the same interface, bringing an easy natural flow to boost agent productivity. The SCC Client is embedded in the Salesforce client (Lightning version only), and enables Click-to-Dial within Salesforce records, screen pops of customer details and logging of completed sessions. Using the SCC client, agents can work securely in an office, at home, or anywhere there is an internet connection, using the integrated WebRTC phone. Michael McKinlay Sytel CEO Michael McKinlay commented: “We are delighted to offer access to the entire SCC suite through this integration with Salesforce.” “SCC was designed from the ground up for technology integrations with industry leaders like this. It enables users and partners to offer a range of contact options for customers, alongside keeping contact centre agents busy, engaged, and empowered to deliver exceptional customer service. And that’s a powerful combination.” “SCC Client is a welcome addition to AppExchange, as they power digital transformation for customers by driving efficient customer contact,” said Woodson Martin, GM of Salesforce AppExchange. “AppExchange is constantly evolving to enable our partners to build cutting-edge solutions to drive customer success.” For more information visit the Sytel website: https://sytel.com/ Author: Robyn Coppell Published On: 16th Feb 2021 - Last modified: 14th Jul 2023 Read more about - Contact Centre News, Sytel Recommended Articles How to Win More Client Projects for Your Outsourced Contact Centre or BPO The Rise of Client Experience in Financial Services Sytel Launches Global Compliance Solution Contact Centre Jargon and Terminologies Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter