Softdial Contact Center Guide
Version 10.7 Overview
Version 10.7 is an intermediate version between V10.6 and
V11. It includes some features of V11 that are required
prior to V11 GA.
Please note that the details contained in this section
represent what is currently in development and Q.A.
The feature list following is subject to change before final
GA release.
© 2014 Sytel Limited
Version 10.7 Overview
Area
Feature
Detail
Benefits
Salesforce
Integration with
SCC
Agent access to predictive, progressive
and preview dialer campaigns via the
Salesforce user screen (includes
reporting of SCC dispositioned call
outcomes)
Brings full automated dialing
and retry management to
Salesforce users in an
integrated, easy to use UI
Authentication
Single sign-on
Single Authentication service for all
SCC web applications including Scripter
Simpler agent logon process
Multimedia
Support
New multiple
turret
architecture
Agents can have multiple presence i.e.
one agent can maintain multiple
simultaneous sessions, one for each
supported media type
Adds support for
simultaneous multimedia
sessions e.g. chat and email
as well as voice
Compliance
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
© 2014 Sytel Limited