SoftBCom Contact Center

The basic desktop of every SoftBCom Contact Center agent:

• No more switching between screens
• All the necessary information about the caller, reference data, as well as automation elements and controls available at a glance
• Data from any external data sources (billing, CRM, service desk, etc.) can be uploaded
• Unified history log for all interactions across all channels
• Bilateral interactions with external systems
• Synchronous/asynchronous interactions with external systems
• AHT (Average Handling Time) is greatly reduced
• Quality of service increases while customers receive personalized attention
• Centralized access management

The softphone is a multichannel IP phone for easy answering, handling and forwarding of phone calls.

• External systems can be integrated
• Compatible with Windows and Linux
• Unified Agent Desktop is pre-integrated

Webphone acts the same way as the softphone, only it is a web application:

• Requires no installation
• Supports omnichannel mode
• Supports Unified Agent Desktop

• Voice (Phone, Webcall, Videochannel)
• Digital (email, SMS, WhatsApp, chat from site, mobile App chats, messenger, Facebook comments, fax, etc.)
• Different channel priorities can be assigned Unified contact history over all channels

Own ACD (Automatic Call Distribution).

• Own IP-PBX
• Comprehensive call management
• Forwarding: customers and their data get transferred to the right contact person or expert
• MS Teams integration available
• Skill-Based Routing
• Smart routing based on data from external systems
• Agents can be assigned to multiple projects

• Flexible logic
• Integrated drag-and-drop visual IVR script builder
• Integrated statistic collection and reports
• DTMF support
• Wide integration possibilities (including speech and text analysis)

• Stand alone / Cluster / HA Cluster / Geo Cluster
• Secure and scalable
• Geographic distribution
• Up to 5000 concurrent agents

• 2-channel or 1-channel
• PCI-DSS Standards supported

• Agent scripts for all channels
• All important information automatically uploaded to the agents’ desktop
• Time-saving: agents no longer have to spend time on research
• Agents input the info into the forms while they communicate
• Text templates for conversation, return e-mail and SMS
• Built-in knowledge database
• Visual drag and drop tool for script building

• Customizable call logic for all types of campaigns: progressive, predictive, managed outbound, automatic
• Outbound IVR
• Call frequencies and schedule by time zone, priority, number of attempts, etc.
• Graphic interface: No coding
• Managed Outbound for sales profis

• Comprehensive statistics:
  — on calls;
  — on customer behavior during the IVR phase;
  — on agent's actions;
  — on customer inquiries
• 50+ integrated pre-configured reports
• Custom reports set-up possible
• BI integration possible
• All detailed data at your disposal
• Live Monitoring

• Set personalized project standards according to your KPIs
• Automatically evaluate all calls
• Perform a manual evaluation of pre-selected calls

• A wide range of interfaces for integrating with external systems: Salesforce, Tableau, Power BI, Audiocodes, MS Teams, Active Directory, SoftBCom ITSM and SoftBCom WFM among the others
• All-in-one SoftBCom Contact Center and SoftBCom ITSM solution for multi-step processes
• Integration with AI systems for distribution of digital and voice inquiries is possible
• Any custom integration you need on request