Compare Focus Contact Center и Softdial Contact Center

Benefits:

Flexibility of deployment options - Cloud, hosted, hybrid-cloud and on-prem.

Drawbacks:

Some integration requires 3rd party licences, however this issue is similar to other platforms in this market segment.

Summary:

The platform has evolved significantly in recent years and allows integration to 3rd parties without locking with a particular vendor, therefore pr... Read more

The platform has evolved significantly in recent years and allows integration to 3rd parties without locking with a particular vendor, therefore providing flexibility for the end-user to implement an overall solution that meets their requirements, not only from a functional perspective, but also commercial sense.

Benefits:

SCC provides a powerful way to design bespoke desktops that suits your agent or supervisor. At a glance, agents can see all sessions in their queue... Read more

SCC provides a powerful way to design bespoke desktops that suits your agent or supervisor. At a glance, agents can see all sessions in their queue, incoming number (CLI) or text identification like the customers email address, the status of a multi-media session (talking, waiting). Can see if the customer has been waiting for too long for an agent response and full conversation history. In addition, pre-populated fields from various systems ensures agents don't have to navigate to other application to perform searches thereby saving time and breaking down silos of communication. SCC Agent Desktop can also integrate into and display real-time views of existing CRM or ticketing systems for real-time updates into those source systems.

Drawbacks:

To integrate into Third Party systems, you could experience the need to procure licensing for those systems example CRM or Financial. While chat o... Read more

To integrate into Third Party systems, you could experience the need to procure licensing for those systems example CRM or Financial. While chat or voice have full history of customer conversations, the view is only specific to that channel. It would be nice to see sequential conversational history as it happened across channels in a single view.

Summary:

From a technical/architectural perspective, SCC enables easy web-based command and control of deployment, setup, and upgrades whether you deploy i... Read more

From a technical/architectural perspective, SCC enables easy web-based command and control of deployment, setup, and upgrades whether you deploy in a public, private or on-premise server estate. The platform offers a flexible way for third parties to consume the SCC API's through SSL and secure WebSocket methods. From a end-user perspective its very easy to adopt and get going for agents, supervisors or reporting analysts.

Benefits:

. ability to create a custom desktop environment for an agent or supervisor. (Unified Desktop Environment) . centralised web-based management of th... Read more

. ability to create a custom desktop environment for an agent or supervisor. (Unified Desktop Environment) . centralised web-based management of the solution including deployment. . built in industry standard natural language processing (NLP) - conversational AI tool kit. . ability to migrate a chat session to a video call

Drawbacks:

To fully qualify an integration process there may be a reliance on third party licensing such as CRM integration.

Summary:

We have reaped exceptional business value with improved customer experience and customer retentions since deploying a Softdial Contact Center.

Benefits:

- Ease of use - Ease of understanding the product and architecture - Simple and self-understanding icon and GUI

Drawbacks:

- Inbound skill based routing capability is still behind other vendors

Summary:

- Installation and configuration of the overall system is quite simple and fast - Campaign creation, modification, deletion and management are very... Read more

- Installation and configuration of the overall system is quite simple and fast - Campaign creation, modification, deletion and management are very simple - External resources to support SCC is kept to minimal, therefore less hidden costs