Any recurring task can be mapped into a structured workflow.
Dynamic routing
Requests follow the right path automatically, based on category, conditions, or context.
End-to-end control
From intake to resolution, processes are tracked, managed, and optimized.
Multi-Channel
Requests can be created from virtually any source:
Manually via self-service portal
Automatically from incoming emails or online forms
Through chatbots and voice interactions in the contact center
Triggered by monitoring systems and technical alerts
AI-Powered
Automatic categorization
AI analyzes text, context, and data from CRM, ERP, and other systems to classify and prioritize requests.
Intelligent routing
Processes move forward automatically with approval flows and escalation rules.
AI-assisted responses
Draft answers are prepared by AI based on industry-oriented training data, helping teams respond faster and more consistently.
Ticketing
Real-Time Collaboration Across Teams:
Priorities & SLAs
Requests are prioritized, deadlines enforced, and workloads balanced.
Real-time dashboards
Visual reports help you monitor key metrics, spot bottlenecks, and continuously optimize.
Custom interfaces
Shape your workspace to fit your team’s unique needs.
Self-service portal & mobile app
Empower users to help themselves anytime, anywhere.
Cloud or on-premise
Choose the deployment model that fits your business.
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Integration with Contact Center
SoftBCom Service Desk natively integrates with SoftBCom Contact Center to deliver multi-step IT and business process automation
Ticketing with AI-driven process automation
Email and voice classification with Machine Learning
Multi-channel response templates
Semi-automated replies via voice or digital channels
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