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Softdial Contact Center
What Softdial Contact Center is
Softdial Contact Center is Sytel’s AI-enabled, multichannel contact center software for voice, chat, email, and social interactions. Agents can handle multiple live sessions, while predictive dialing supports outbound work and rules-based inbound routing selects an available agent. Real-time optimization balances workloads across media channels without human intervention. The platform includes workforce management, voice and screen recording, analytics, data feeds, and customizable reports across channels. It is offered as a managed subscription or as a platform for partners and enterprise users, with public or private cloud, on-premise, and hybrid deployment. Listed integrations include Salesforce AppExchange, Facebook, X, Telegram, WhatsApp, and WeChat, alongside APIs for third-party connections. Sytel describes encryption, MFA, tenant isolation, audit logging, and AWS SOC 2 Type II-certified hosting. Softdial Cloud receives 24/7/365 expert support.
Who it suits
Softdial suits CCaaS subscribers, partners serving multiple tenants, and enterprises handling high volumes of customer interactions. Its deployment choices support cloud, on-premise, and hybrid environments.
What it does well
- Handles voice, chat, email, and social channels
- Includes predictive dialing and inbound routing
- Balances workloads across media channels automatically
- Provides recording, analytics, and customizable reports
- Supports cloud, on-premise, and hybrid deployment
What to know first
- Pricing is available only on request
- No free plan is offered
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Softdial Cloud CCaaS | By agent seat or minutes used; no upfront investment stated · Scales to 10,000+ agents on demand | On request |
As sytel.com lists them, read 11 Oct 2026. The maker's own page has the final word.
Verdict
Softdial Contact Center brings omnichannel routing, dialing, workforce tools, recordings, and reporting into one platform. Its enterprise deployment and security options are extensive, but buyers must request pricing and trial details.
Facts from Softdial Contact Center's own pages
- Channels
- The platform blends voice, chat, email, and social channels, and lets agents handle multiple live sessions. · sytel.com, 11 Oct 2026
- Company
- Sytel says it was established in 1994 and is headquartered in Aylesbury, UK. · sytel.com, 11 Oct 2026
- Deployment
- The enterprise platform is offered for public or private cloud, on-premise, or hybrid deployment. · sytel.com, 11 Oct 2026
- Dialing and routing
- Features include predictive dialing and rules-based inbound routing to select an available agent. · sytel.com, 11 Oct 2026
- Digital channel scope
- omnichannel · sytel.com, 22 Sept 2026
- Founded
- 1994 · sytel.com, 28 Sept 2026
- Headquarters
- Aylesbury, United Kingdom · sytel.com, 28 Sept 2026
- Inbound calling
- Yes · sytel.com, 22 Sept 2026
- Integrations
- Sytel lists a Salesforce AppExchange client and messaging support for Facebook, X, Telegram, WhatsApp, and WeChat; it also describes APIs for third-party integrations. · sytel.com, 11 Oct 2026
- Intended users
- Sytel describes the product for CCaaS subscribers, partners serving multiple tenants, and enterprises handling high volumes of customer interactions. · sytel.com, 11 Oct 2026
- IVR builder
- Yes · sytel.com, 22 Sept 2026
- Outbound dialer
- Yes · sytel.com, 22 Sept 2026
- Privacy and compliance
- Sytel says its compliance posture is aligned with SOC 2, ISO 27001, and GDPR, and that it processes no consumer PII or PHI, only call metadata and recordings. · sytel.com, 11 Oct 2026
- Product
- Softdial Contact Center is Sytel’s AI-enabled, multichannel contact center software, offered as a managed subscription or as a platform for partners and enterprise users. · sytel.com, 11 Oct 2026
- Recording and reporting
- The product supports voice and screen recording, analytics, data feeds, and customizable reports across channels. · sytel.com, 11 Oct 2026
- Security
- Sytel says its security framework includes encryption, MFA, tenant isolation, audit logging, and an annual risk review, and that hosted services run on AWS SOC 2 Type II-certified infrastructure. · sytel.com, 11 Oct 2026
- Support
- Softdial Cloud is managed and supported by Sytel, with day-to-day expert support stated as 24/7/365. · sytel.com, 11 Oct 2026
- Trial
- Sytel advertises a free trial for subscribers, but the page does not state its duration. · sytel.com, 11 Oct 2026
- Workforce management
- Yes · sytel.com, 22 Sept 2026
- Workload management
- Its real-time optimization feature balances workloads across media channels without human intervention. · sytel.com, 11 Oct 2026
Where Softdial Contact Center stands on Freedom251
- Call Center Software#26 of 122
- Contact Center as a Service - Enterprise Software#11 of 26