Contact Center Solutions Featured Article

Sytel Integrates Softdial Contact Center with Salesforce

November 18, 2013

Sytel, a provider of contact center software solutions, has integrated its Softdial Contact Center (SCC) platform with, a leading customer relationship management (CRM) system.

The integration enables advanced capabilities including high-performance automated handling of inbound service and outbound sales calls fully integrated with Salesforce data records.

Sytel outbound dialer is a core component of SCC that delivers predictive, progressive and preview modes. Its sophisticated campaign and list inventory management features enable high performance dialing of Salesforce contacts.

In predictive mode, it allows call centers to maximize agent talk time while minimizing nuisance calls under FTC/ FCC rules.

The solution also provides sophisticated call routing, Interactive Voice Recording (IVR), call recording and an embedded softphone.

Sytel has extensive experience of integration with 3rd party products. The company supplies OEM dialer components and provides the industry with many proven CATI integrations.

The integration also maximizes call center productivity by utilizing call blending 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 predictive performance gain accurately measures predictive dialer quality - not how much talk time, but how much more talk time compared to dialing progressively under the same conditions, Sytel officials said.

The sophisticated campaign and list inventory management features of the solution enable high performance dialing of Salesforce contacts.

“We are delighted to announce this integration of our best-in-class call control with Salesforce CRM. The marriage of Sytel and Salesforce functionality is a winning combination,” said Sytel CEO Michael McKinlay, in a statement.

“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,” McKinlay added.

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.

Edited by Ryan Sartor