Command and Control
At the core of Softdial Contact Center™ is Softdial CallGem™ which acts as a command and control center, keeping track of agent, campaign and telephony states via its interfaces to external components.
Softdial CallGem™ provides middleware and interfaces for
- driving telephony functions via Softdial Telephony Gateway™ or an existing PBX / PSTN connection
- interacting with Softdial Campaign Manager™ or a third party CRM application to acquire the outbound numbers for outbound calling queues and deliver information relevant to each call to the agent desktop.
The user communicates with Softdial CallGem™ via any SCC application, such as
- Softdial Campaign Manager™
- Softdial Scripter™
- Softdial Control Center
or via any integrated 3rd party application.
Softdial CallGem™ is an essential component of any Softdial Contact Center™ solution, inbound or outbound, and is supplied integrated with any valid SCC configuration.
Fig. 1 provides an overview of the functional layers surrounding Softdial CallGem™.
Fig. 1 - Softdial Contact Center™ - Functional Overview
Component configuration options
The valid configuration options are dependent on the type of call center, i.e.
- outbound only
- inbound only
- combined inbound / outbound
and the additional features that the customer might require, e.g.
- campaign management
- agent scripting
- management reporting
- call recording
- IVR
For outbound call centers, the minimum configuration is CallGem core, which can be supplemented with any of the other components. The only restriction is that Softdial Telephony Gateway™ is a prerequisite for the Softdial Recording Monitor™ component.
For inbound call centers, any combination of components can be provided depending on the existing configuration.
For customers wishing to provide hybrid SCC/ 3rd party solutions, SCC offers excellent API support via the Softdial CallGem™ architecture to any 3rd party applications such as CRM, scripting or telephony products.
In addition to full integration at the API level, SCC also provides a framework for easily integrating existing call center components into a SCC solution. This is currently provided for agent scripting products and will be extended to other applications depending on market demand.
If you require any further information or wish to make an enquiry about a proposed solution,