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News : Sytel Releases Multi-tenant, Multimedia and Fully Blended Contact Center Platform

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#contactcenterworld

London, UK – Sytel (https://v11.sytel.com) announces version 11 of their Softdial Contact Center™ (SCC) hosting platform, supporting fully blended voice, chat, email, SMS, video, and all social channels.

Michael McKinlay, CEO of Sytel, commented "Rather than tell you that this new version takes hosting to new heights (which by the way, we think it does!) let me cut to the chase and pull out ten of the new features which we think are most relevant to what our customers are looking for.

  • Multi-channel, multimedia agent desktop that is non-siloed and fully blended. Automatic load balancing with no need for supervisor intervention to optimise agent activities
  • Routing rules to ensure that customers always get dealt with by the most appropriate agent, in the media of their choice
  • Agent desktop that will support and resize any/all web applications, be it our own, or third party
  • Multi-tenant wall to wall, supporting 10,000+ agents
  • Sytel or third party conversational AI with call routing supported by award winning Sytel AI Dialer
  • Reporting that in a single view that will summarise KPIs for all agent activities, across all media
  • Open APIs offering a choice of presentation - REST, native sockets, Websockets or a high-level .NET library
  • Chat messaging connectors for the most popular platforms like WhatsApp, Facebook and the option to add unlimited chat plugins to existing chat platforms via Sytel Open APIs
  • Customer interaction history at the agent’s fingertips, giving a view of previous interactions regardless of media type
  • Home working proven in all continents around the world

"Oh, and we also give you world class support, unbeatable pricing and a product that just about deploys itself," said McKinlay.

"We have been working with Sytel for many years," said Naresh Kothari, President of Intertec Systems in Dubai, "And we just love the way they are continually innovating to keep us ahead of the market."

For more details, including demonstration videos, please visit v11.sytel.com

About Intertec

Established since 1991, Intertec Systems is a regional specialist in Digital, Business Applications, Cloud, Managed Services and Cybersecurity. They serve Governments, Financial Services, Healthcare and Enterprises across Middle East & India with local offices in 5 countries.

#contactcenterworld

About Sytel Limited:
Company LogoSytel Limited develops and supplies Softdial Contact Center™ (SCC) multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment. It brings the same innovation to the multimedia contact center that is used in developing its AI Dialer. All Sytel cloud components are secure, resilient and scale seamlessly from 50 agents to 10,000+, whether local, mobile or remote.
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Published: Thursday, July 2, 2020

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2021 Buyers Guide
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Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488
3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568
4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!
5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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