SoftBCom Service Desk




Smart automation for seamless request management

Process Automation – Turn Tasks into Smart Workflows

01

Automate repetitive processes

Any recurring task can be mapped into a structured workflow.

02

Dynamic routing

Requests follow the right path automatically, based on category, conditions, or context.

03

End-to-end control

From intake to resolution, processes are tracked, managed, and optimized.

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Flexible Request Intake – From Any Channel

Requests can be created from virtually any source:

01

Manually via self-service portal

02

Automatically from incoming emails or online forms

03

Through chatbots and voice interactions in the contact center

04

Manually via self-service portal

AI-Powered Intelligence – Smarter, Faster, Better

01

Automatic categorization

AI analyzes text, context, and data from CRM, ERP, and other systems to classify and prioritize requests.

02

Intelligent routing

Processes move forward automatically with approval flows and escalation rules.

03

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

01

Priorities & SLAs

Requests are prioritized, deadlines enforced, and workloads balanced.

02

Real-time dashboards

Visual reports help you monitor key metrics, spot bottlenecks, and continuously optimize.

03

Custom interfaces

Shape your workspace to fit your team’s unique needs.

04

Self-service portal & mobile app

Empower users to help themselves anytime, anywhere.

05

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 for:

  • Outsourced helpdesks
  • Logistics and dispatching
  • Emergency and repair services
  • Secretary services and more
  • Other business process outsourcing (BPO)

Key capabilities include:

01

Ticketing with AI-driven process automation

02

Email and voice classification with Machine Learning

03

Multi-channel response templates

04

Semi-automated replies via voice or digital channels

Set a free appointment with our team for demonstration