Clients
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Our products
Contact Center Software
- Omnichannel
- Inbound / Outbound / Blended
- Voice and digital (incl. WhatsApp)
- Call Recording
- PBX + ACD
- Statistic, Monitoring and Reporting
- Uniform contact history of all communication channels
- Agent Scripting
- Quality Management
- Video Communication
- WhatsApp Business
- Complex enquiries requiring expert support can be serviced in real time
- An advanced call centre and ticketing interface - no switching between screens
- All possible channels of communication with clients and within the team, digital and voice
- United contact history
- Quality control
- Cost reduction through saving agent’s time, saving time on training, eliminating multiple interfaces
- Up to 24/7 technical support
- Move agents securely to/from home office
- Thin Client: no programming, no IT management of employees' computers
- Company database is copy-protected
- Ideal for distributed teams
- Fast to implement, easy to use
- Provision of full and relevant customer information
- Overview of the entire communication history with a customer prior to a call or letter
- Single screen, where a call can be made, or a message composed
- Semi-automated list calls
- Selection of a specific person in the company for the next contact
- Outbound call lists
- Fast switching between campaigns
- Automatic maintenance of a customer communication log
- Video during phone call: when a live feed is worth a thousand words
- Insurance case quick assessment
- Help desk live support
- Client identification for car sharing and rent
- E-commerce consultations
- Kiosks in retail for immediate support
- WebRTC
- For iOS- and Android-powered Smartphones
- Integrated with SoftBCom Contact Center, but also suitable for any other contact center system
Service Desk
- Ticketing
- Dashboards
- Process automation
- Processing of voice and digital requests
- Uniform request protocol
- Online analysis
- Reporting
- IT process management using Big Data and machine learning
- Classic IT management and service support (ITIL, Service Desk)
- Everything as a service (HR processes, security, etc.)
- Project and task management
- Process automation based on historical data with machine learning
- Ticketing and multi-level service processes for contact centres
AI and Automation
1st step.Introduce neural network. Classification quality increases to 85% for 10-15 categories.
2nd step.Automate processing with the help of the ticketing system
3rd step. Add machine learning
4th step. Introduce text bots: achieve the accuracy of 90-95% for 10-20 categories.
- Customers write in a natural language
- You do not need to repeat the requests
- The call is immediately transferred to the exact expert who can best help
- Automatic and semi-automatic responses to customers
- Comprehensive reporting
- Quality control
1st step.Start with keyword recognition: achieve 80% recognition of the query topic for 10 categories.
2nd step.Add machine learning and natural language recognition.
3rd step.Introduce speech bots. You can reach 85-95% accuracy in 15-20 categories at this stage.
- Customers will speak in a natural language
- You do not need to wait or repeat requests
- The call is immediately transferred to the exact expert who can best help
- Convenient platforms to set up workflows and create bots
- Comprehensive reporting
- Quality control
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Workforce Management
- High planning accuracy
- Biometrics
- Intuitive and understandable web interface
- Taking employee’s preferences into account
- Mobile application and access from any device
- Methodological and factual understanding of WFM
- Time saving for management
- Preconfigured professional WFM solution for call centers
- Quick start: seamless transition, easy onboarding, intuitive operation, no time wasted
- Help with transfer of your existing schedule
- All necessary functions immediately available
- Highly configurable
- No investment required
- Free for 6 months!
Digital Channels
- Any digital channel possible: email, SMS, chat from site, mobile App chats, messenger, Facebook comments, fax, etc
- WhatsApp Business
- Different channel priorities can be assigned
- Unified contact history over all channels
- Scripting
- Reporting
- Quality assurance
Our Services
- Support is provided by the same experts who implement the solutions for the clients
- Communication with customers both during solution implementation phase and during the support period is mostly done via the service desk system with pre-specified SL
- Standard response time is 2 hours in business hours
- 24-7 technical support available
- All our clients are privileged and no request is left without attention
- Support of ongoing projects has a higher priority than stating new projects
- In many ways, our work with clients is similar to that of doctors. We plan everything meticulously beforehand, but still we remain alert for surprises and urgent problems
