Release Version Notes

Version 10.7

Softdial Contact Center™ (SCC) V10.7 adds major new functionality to Softdial Contact Center™. Some of this functionality was previously scheduled for V11 and has been brought forward.

For more details on what's new in V10.7, see also Features and Enhancements.

Area Feature Detail Benefits
Reporting New real time reporting application -Softdial Reporter™ 5 Full product re-engineered. Includes real time multimedia and multi-session reporting presented in an intuitive, user friendly graphical UI. Simpler, customisable selection of reports, both real time and historical. For delivery to web and mobiles (touchscreen)
Inbound Improved Inbound configuration -new 'Groups' functionality Many improvements, e.g.
  • assigning properties to a group of agents rather than individually,
  • scripting for queues (e.g. end-of-queue behaviour, action options while in queue),
  • Improved skills-based routing,
  • Tenant level, tenant controlled routing
 Easier management of agents and groups of agents. Inbound skills based routing. More intuitive web UI
Authentication Single Sign On Single authentication service for all Softdial Contact Center™ web applications including Softdial Scripter™ Secure and integrated agent logon process
Multimedia Support New multiple session turret architecture One agent can maintain multiple simultaneous sessions, one for each supported media type Adds support for simultaneous multimedia sessions e.g. chat, email, telephony etc
Compliance Desktop Capture> (i.e. screen recording) Records all agent on-screen activity on the agent PC, transfers recording to a central store when each transaction is complete Audio plus screen capture full compliance offering
Campaign Management Retry management - new delay options New options for defining a retry 'type' and controlling the delay between successive retries Provides the opportunity for improved connect rates with better control over retry timing
Campaign Management New multiple number options New options for controlling the order and ring times applied to multiple number contacts Provides the opportunity for improved connect rates by selective control over multiple number contacts