---
title: Advanced Contact Center Solutions | AI & Automation | SoftBCom
description: Experience enhanced communication with our all-in-one contact center solution, integrating voice and digital channels for seamless customer support and efficient workflows. Transform your business today!
---

[![softbcom-logo-black-letters](https://softbcom.com/hubfs/Logo/softbcom-logo-black-letters.png)](https://softbcom.com/?hsLang=en)

- Solutions 
    - [SoftBCom AI Agents](https://softbcom.com/voice-agents)
    - Contact Center 
          - [Contact Center](https://softbcom.com/contact-center-omnichannel-for-customer-satisfactioncontact-center)
          - [All-in-one contact center and ticket system solution](https://softbcom.com/all-in-one-contact-center-and-ticket-system-solution)
          - [Videochannel](https://softbcom.com/videochannel)
    - [QAWacht - AI Quality Assurance](https://softbcom.com/quality-assurance)
    - [Managed Outbound](https://softbcom.com/managed-outbound)
    - [Service Desk](https://softbcom.com/service-desk)
- [About us](https://softbcom.com/about-softbcom)
- [Blog](https://softbcom.com/blog)
- [Contact us](https://softbcom.com/contact-us)
- [Trust](https://softbcom.com/trust)
- [DE](https://www.softbcom.de/?utm_source=domain_com)

- Solutions 
    - [SoftBCom AI Agents](https://softbcom.com/voice-agents)
    - Contact Center 
          - [Contact Center](https://softbcom.com/contact-center-omnichannel-for-customer-satisfactioncontact-center)
          - [All-in-one contact center and ticket system solution](https://softbcom.com/all-in-one-contact-center-and-ticket-system-solution)
          - [Videochannel](https://softbcom.com/videochannel)
    - [QAWacht - AI Quality Assurance](https://softbcom.com/quality-assurance)
    - [Managed Outbound](https://softbcom.com/managed-outbound)
    - [Service Desk](https://softbcom.com/service-desk)
- [About us](https://softbcom.com/about-softbcom)
- [Blog](https://softbcom.com/blog)
- [Contact us](https://softbcom.com/contact-us)
- [Trust](https://softbcom.com/trust)
- [DE](https://www.softbcom.de/?utm_source=domain_com)

# Solutions for customer service

#### [SoftBCom AI Agents](https://softbcom.com/voice-agents?hsLang=en)

#### [SoftBCom Contact Center](https://softbcom.com/contact-center-omnichannel-for-customer-satisfactioncontact-center?hsLang=en)

#### [SoftBCom QAWacht — AI Quality Assurance](https://softbcom.com/quality-assurance?hsLang=en)

#### [SoftBCom Managed Outbound](https://softbcom.com/managed-outbound?hsLang=en)

#### [SoftBCom Service Desk](https://softbcom.com/help-desk?hsLang=en)

## Set an appointment for a free consultation today

## SoftBCom Berlin

#### An IT company specializing in customer service solutions: voice agents, AI-based quality assurance, 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](https://softbcom.com/hubfs/berlin.jpg)

## 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](https://softbcom.com/hubfs/eugdpr.jpg)

### 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](https://softbcom.com/hubfs/itil.jpg)

## Great functionality at a low price

![Flexible scalability](https://softbcom.com/hubfs/Flexible%20scalability.svg)

#### Flexible scalability

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

![Product excellence](https://softbcom.com/hubfs/Product%20excellence.svg)

#### Product excellence

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

![Customized solutions](https://softbcom.com/hubfs/Customized%20solutions.svg)

#### Customized solutions

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

![Service excellence](https://softbcom.com/hubfs/Service%20excellence.svg)

#### 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](https://softbcom.com/hubfs/Our%20expertise%20for%20AI%20technologies.svg)

#### Our expertise for AI technologies

- Machine Learning
- LLM-based agents

![Use cases](https://softbcom.com/hubfs/Use%20cases.svg)

#### Use cases

- AI-based quality assurance
- Agent Assistant
- Automated client servicing
- Request categorization

![Use of Best of breed](https://softbcom.com/hubfs/Use%20of%20Best%20of%20breed.svg)

#### 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

 

 QAWacht: 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](https://softbcom.com/hubfs/contact-centers1.jpg)

#### Contact Centers

![retail1](https://softbcom.com/hubfs/retail1.jpg)

#### Retail

![Industrial producers1](https://softbcom.com/hubfs/Industrial%20producers1.jpg)

#### Industrial manufacturers

![DIY1](https://softbcom.com/hubfs/DIY1.jpg)

#### DIY stores

![Banks1](https://softbcom.com/hubfs/Banks1.jpg)

#### Banks

![Automobile branch1](https://softbcom.com/hubfs/Automobile%20branch1.jpg)

#### Car manufacturers

## Our professional services

![development](https://softbcom.com/hubfs/development.svg)

#### Project development of automated processes

![Architecture development](https://softbcom.com/hubfs/Architecture%20development.svg)

#### Architecture development of complex solutions

![Implementation](https://softbcom.com/hubfs/Implementation.svg)

#### Implementation

![Customization](https://softbcom.com/hubfs/Customization.svg)

#### Customization

![Training](https://softbcom.com/hubfs/Training.svg)

#### Training

![vip](https://softbcom.com/hubfs/vip.svg)

#### 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)
- Service and upgrade roll-outs are performed by our DevOps experts according to DevOps best practices
- Uninterrupted operation during upgrade deployments is guaranteed

![spec](https://softbcom.com/hubfs/spec.jpg)

## 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

![sla (1)](https://softbcom.com/hubfs/sla%20(1).jpg)

## 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](https://softbcom.com/hubfs/Globus.svg)

![Kuck und Schmidt](https://softbcom.com/hubfs/Kuck%20und%20Schmidt.svg)

![Profil](https://softbcom.com/hubfs/Profil.svg)

![Schmitz Cargobull](https://softbcom.com/hubfs/Schmitz%20Cargobull.svg)

![Sales Elevator](https://softbcom.com/hubfs/Sales%20Elevator.svg)

![Dialogminds](https://softbcom.com/hubfs/Dialogminds.svg)

![Globus](https://softbcom.com/hubfs/Globus.svg)

![Kuck und Schmidt](https://softbcom.com/hubfs/Kuck%20und%20Schmidt.svg)

![Profil](https://softbcom.com/hubfs/Profil.svg)

![Schmitz Cargobull](https://softbcom.com/hubfs/Schmitz%20Cargobull.svg)

![Sales Elevator](https://softbcom.com/hubfs/Sales%20Elevator.svg)

![Dialogminds](https://softbcom.com/hubfs/Dialogminds.svg)

## Set an appointment for a free consultation today

![](https://softbcom.com/hubfs/Logo/softbcom-logo-white-letters.png)

ABOUT SOFTBCOM

[About Us](https://softbcom.com/about-softbcom?hsLang=en)

[Blog](https://softbcom.com/blog?hsLang=en)

[Xing](https://www.xing.com/pages/softbcomberlingmbh)

[Medium](https://softbcom-berlin.medium.com/)

SOLUTIONS

[Contact Center](https://softbcom.com/contact-center-omnichannel-for-customer-satisfactioncontact-center?hsLang=en)

[QAWacht - AI Quality Assurance](https://softbcom.com/quality-assurance?hsLang=en)

[Managed Outbound](https://softbcom.com/managed-outbound?hsLang=en)

[Service Desk](https://softbcom.com/service-desk?hsLang=en)

[WFM](https://softbcom.com/workforce-management-system-in-cloud?hsLang=en)

[AI and Automation](https://softbcom.com/ai-and-automation?hsLang=en)

PUBLICATIONS

[What Is Service Desk?](https://softbcom.com/blog/what-is-service-desk?hsLang=en)

[What is IVR?](https://softbcom.com/blog/what-is-ivr?hsLang=en)

[What is WFM?](https://softbcom.com/blog/workforce-management?hsLang=en)

[What is ACD?](https://softbcom.com/blog/what-is-acd?hsLang=en)

[What is Omnichannel Contact Center?](https://softbcom.com/blog/benefits-of-an-omnichannel-solution-for-contact-centers?hsLang=en)

CONTACT US

[+49 30 513 02118](tel:+493051302118)

[contactsbc@softbcom.com](mailto:contactsbc@softbcom.com)

[8th floor
Europaplatz 2
10557 Berlin, Deutschland](https://share.google/7WYDLGkMvEyTcnUJY)

[Privacy policy](https://softbcom.com/privacy-policy?hsLang=en) [Imprint](https://softbcom.com/imprint?hsLang=en) [Terms and Conditions](https://softbcom.com/terms-and-conditions?hsLang=en) [SaaS Terms of Use](https://softbcom.com/saas-terms-of-use?hsLang=en) [BSFZ Seal](https://softbcom.com/blog/softbcom-receives-bsfz-seal?hsLang=en)

Copyright © 2015⁠–⁠2026. All rights reserved

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