Sytel’s customers can now benefit from access to multi-session, multi-channel contact center functionality embedded within Salesforce

Sytel announced it has launched SCC Client on Salesforce AppExchange, giving users easy access to the multi-session, multi-channel functionality provided by Sytel’s Softdial Contact Center (SCC) cloud platform.

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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 dialing 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 utilised with automatic blending and load-balancing of both voice and text-based sessions. 

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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.

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