Solutions for customer service

SoftBCom Contact Center

SoftBCom AI Quality Assurance

SoftBCom Managed Outbound

SoftBCom Service Desk

SoftBCom WFM

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SoftBCom Berlin

An IT company specializing in customer service solutions: contact center, service desk, process automation and everything related to it.

We are a full-service company. We do our own software development, sales, integration, consulting and support.

The company was founded in Berlin in 2015.

Head office in Berlin, active in DACH and worldwide.

berlin

Manufacturer, integrator, SaaS operator — all in one

Our strategy: segment specialization and added value through vertical integration

1. Manufacturer and licensor for the entire product line

Price leader with modular license model

  • Pay-per-use volume-based payment
  • Concurrent / Transaction volume
  • Monthly billing in the subscription model
 
2. Creation and integration of customized solutions

Benefit-optimized adaptation if required

  • Configuration and customization
  • API integration
  • Business continuity solution architecture
 
3. SaaS: Secure and high-performance IT operations

SaaS / on-premise / private cloud

  • High availability and high performance
  • SLA-based resource management
  • Flexible scaling up/down
  • On-premise with / without application management
 

EU GDPR compliance

  • Processing of data in Germany (or in another EU country by agreement)
  • EU GDPR data protection standard for software applications and cloud infrastructure
  • Established data protection guidelines and staff qualifications
  • Client-based data separation in SaaS operation
eugdpr

Role-based access and administration

  • Data access regulated via rights concept and security technologies
  • ITIL-based service management standards, admin tracing/logging
  • Data storage and processing with state-of-the-art monitoring and tracing
  • Secure data transmission (VPN, encryption)
itil

Great functionality at a low price

Flexible scalability

Flexible scalability

  • Demand-driven "breathing" license volume
  • Cloud-based operation with flexible resource control
Product excellence

Product excellence

  • Constant innovation with future technologies
  • Top performance at a nearshore price
  • Flexible integration with third-party solutions
Customized solutions

Customized solutions

  • Business analysis of optimization potentials
  • Technical solution and architecture design
  • Fastest needs-based implementation
Service excellence

Service excellence

  • Project management by professionals
  • Experienced, highly qualified IT specialists
  • ITIL standard service management processes

Solution ecosystem

1. Our solutions are integrated into a single ecosystem that is organized according to the following principles:

  • All the information you need on one screen
  • Solutions are integrated right from the start
  • AI and machine learning are used to automate a wide range of tasks and processes.

2. The solutions can be used together or separately.

3. Integration with customer solutions is carried out as part of the project if required

Focus on AI and automation

We use AI together with all our solutions

Our expertise for AI technologies

Our expertise for AI technologies

  • Machine Learning
  • LLM-based agents
Use cases

Use cases

  • AI-based quality assurance
  • Agent Assistant
  • Automated client servicing
  • Request categorization
Use of Best of breed

Use of Best of breed / 3rd party solutions

Integration of solutions, that are best suit to the task
  • Google Dialogflow - AI chat and voice bot with NLU
  • Open AI - ChatGPT
  • SoftBCom ML Subsystem - Categorization of text requests
  • Wide spectrum of open-source LLMs

Our products

SoftBCom Contact Center

For contact centers and front desks from 5 to 2 000+ seats

  • Omnichannel: voice and digital channels
  • Inbound / outbound / blended campaigns
  • Call recording and transcription
  • PBX + ACD + IVR
  • Statistics, monitoring and reporting
  • Communication history across all channels
  • Tips for agents
  • Scripts
  • Graphical editors for IVR and scripts
  • Load balancing for large projects
 
SoftBCom AI-supported Quality Assurance

For the quality control of front desk, help desk and contact center employees

  • AI-based
  • Evaluation of 100% of the conversations
  • Transcription
  • Flexible setting of evaluation parameters
  • Filters, flexible reports, contextual search
  • SaaS (project realization in private cloud is possible)
  • No integration required
 
SoftBCom Managed Outbound

The universal solution for outbound calls, both for sales teams and for mass campaigns

  • See all customer communication and interaction history before a call, change call time, select a contact, click-to-call
  • It is possible to start pre-loaded campaigns in semi-automatic mode
  • Processing and storage of results during calls
  • Exporting leads to CRM
  • Automation of routine processes
  • Mass data processing
  • Suitable for distributed teams
 
SoftBCom Service Desk

Multi-step IT processes for contact centers. Together with SoftBCom Contact Center, suitable for outsourcing business processes: helpdesk, logistics, dispatch, emergency and repair services, secretarial services, etc.

  • Ticketing
  • Process automation based on machine learning
  • AI-based classification of emails and voice requests
  • Answering requests in semi-automatic mode, voice or digital
  • Dashboards
  • Mobile app
 
SoftBCom WFM

Flexible team management for contact centers, retail and other industries

  • Precise prediction of personnel load and optimal capacity utilization
  • Efficient shift planning
  • Attendance and time recording
  • Management through web and mobile app
  • Personal agent area in the mobile app
  • Reports, statistics, monitoring
 

Industry solutions for:

contact-centers1

Contact Centers
retail1

Retail
Industrial producers1

Industrial manufacturers
DIY1

DIY stores
Banks1

Banks
Automobile branch1

Car manufacturers

Our professional services

development

Project development of automated processes
Architecture development

Architecture development of complex solutions
Implementation

Implementation
Customization

Customization
Training

Training
vip

VIP service

Service packs and upgrades

  • Feature releases monthly
  • Licenses include new functions free of charge (for pay-per-use and perpetual license with support)
  • Upgrades are carried out by our DevOps experts
  • Uninterrupted operation during upgrade deployments is guaranteed
spec

Service Excellence Guidelines

  • SLAs corresponding to the highest level in the industry (availability up to 99.99%)
  • We provide our services in accordance with ITIL IV standards
  • We manage ourselves consumption/performance monitoring and tickets
  • Our service desk, 2nd and 3rd level help desk are in operation 365/7/24
  • Service and upgrade roll-outs are carried out according to DevOps standards
sla (1)

Service level

Service level Business (included) VIP (additional agreement)
Software availability SLA * 99,95% 99,99%
Response time (all requests) 30 minutes ** 20 minutes
Resolution time / system restart 4 hours **, *** 2 hours
Personal expert service – ✔
365/7/24 – ✔

* — except infrastructural reasons and misuse

** — Business hours Mon-Fri 09h00 - 18h00

*** — dependent on data center and system configuration

Customer testimonial

"Over the past 22 years, we have worked with several contact centre solution providers, including global players. Especially with the latter, the support leaves a lot to be desired: expensive hourly rates, eternally long response times and, in case of need, you are left out in the rain. So far, we have only had good experiences with SoftBCom. The Omnichannel solution and the Service Desk ticket system are very stable, the support is competent and fast.

Thank you for that!"

Jörn Schmidt
Kuck & Schmidt

Customers

Globus
Kuck und Schmidt
Profil
Schmitz Cargobull
Sales Elevator
Dialogminds
Globus
Kuck und Schmidt
Profil
Schmitz Cargobull
Sales Elevator
Dialogminds

Set an appointment for a free consultation today