Sytel connects with Salesforce

The software solutions vendor has integrated its Softdial Contact Center platform with Salesforce.com.

The integration provides high performance automated handling of both inbound service and outbound sales calls (fully integrated with Salesforce data records), best-of-breed predictive dialling, sophisticated call routing, IVR, call recording and an embedded softphone.

The Softdial Contact Center (SCC) maximises call centre productivity by using call blending (moving agents seamlessly and automatically) between inbound and outbound campaigns in response to service levels. This makes best use of agent time, and minimizes the number of agents required to maintain SLAs.

The outbound dialler, a core component of SCC, offers predictive, progressive and preview modes. Its sophisticated campaign and list inventory management features enable high performance dialling of Salesforce contacts. In predictive mode, it allows call centres to maximise agent talk time while minimising nuisance calls under FTC/FCC rules.

For inbound service calls, SCC offers extensive and detailed control over call routing, ensuring that service calls are handled quickly and efficiently by the right agent. SCC includes a complete IVR system with a drag-and–drop design tool, enabling non-technical staff to design and implement complex flow logic.

The Sytel Softphone, embedded within the Salesforce agent interface using the published Salesforce OpenCTI API, enables agents to control all calls from a single unified UI, even making calls with a single click from within the Salesforce interface.

“The marriage of Sytel and Salesforce functionality is a winning combination,” said Michael McKinlay, CEO, Sytel. “Sytel has extensive experience of integration with 3rd party products; we are the world leading supplier of OEM dialer components, and a leading dialer provider for the Market Research industry with many proven CATI integrations.”