--- 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) ## One Platform for Customer Service and Process Automation #### **Voice and text · Human and AI agents · End‑to‑end processes · Flexible deployment** ## One Platform for End‑to‑End Processes #### Connect communication channels, AI agents, employees and business systems within controlled end-to-end processes. SoftBCom brings communication, process execution and quality control together in one modular platform — from the first customer request to resolution and completion. ## Customer service is more than communication #### A customer request often triggers a process involving multiple steps, people and systems. The SoftBCom Platform keeps these elements connected within one controlled process. It preserves context, coordinates tasks and ensures that requests can move from intake through execution, escalation and completion. ![Customer Service Process Flowchart](https://softbcom.com/hubfs/Customer%20Service%20Process%20Flowchart.png) Processes first ## AI where it adds value #### AI is powerful when working with natural language, unstructured information and situations that require flexibility. But operational processes still need clear goals, rules and controls. SoftBCom combines AI capabilities with defined process logic. AI agents can understand requests, interpret information and perform tasks, while the surrounding process determines what needs to happen, which systems and people are involved, and how exceptions are handled. Humans, AI and Systems ## Different tasks. One process. Not every task should be automated, and not every customer request should be handled entirely by an AI agent. SoftBCom allows AI agents, employees and connected systems to perform different tasks within the same process. - **AI agents** handle suitable routine, communication and automation tasks - **Employees** take over exceptions, decisions and situations that require human judgment - **Business systems** provide data and execute system-specific operations - **Context is preserved** when work moves between participants - **Tasks can move back and forth** between AI agents, employees and systems as the process develops The result is not simply automation of individual conversations, but coordinated execution of the complete process. Modular Platform ## Use the components you need SoftBCom is modular. Components can be used individually or combined within one operational environment. #### **SoftBCom AI Agents** Voice and text agents for customer communication and process execution. [Learn more →](https://softbcom.com/voice-agents?hsLang=en) #### **SoftBCom Contact Center** Voice and digital communication for human service and contact-center teams.   [Learn more →](https://softbcom.com/contact-center-omnichannel-for-customer-satisfactioncontact-center?hsLang=en) #### **SoftBCom Service Desk** Ticketing, workflow management and structured processing of customer and service requests. [Learn more →](https://softbcom.com/service-desk?hsLang=en) #### **QAWacht** AI-powered quality assurance for human teams and AI agents — for voice and text, recorded or in real time. [Learn more →](https://softbcom.com/quality-assurance?hsLang=en) Real Operational Processes ## Built around the work that actually needs to get done #### Customer communication is often only the beginning. ### The platform can support processes such as: - **Order status and delivery coordination** - **Returns, complaints and cancellations** **Appointment scheduling** - **Service and maintenance requests** - **Invoice and payment inquiries** - **Parts and product availability** - **Technical support** - **Internal service and back-office processes** #### Internal and external communication across all channels, including communication handled by AI agents. Processes can start through a phone call, message, email, form, monitoring system or any connected application — and continue across different people and systems until the required outcome is reached. Integration ## Works with your existing systems Your business systems do not need to be replaced just because a process is being automated. **SoftBCom can integrate with CRM, ERP, ticketing, databases and other applications through APIs and dedicated connectors.** Existing systems can continue to manage the data and functions they already own, while the SoftBCom Platform coordinates communication and process execution around them. [Discuss your integration requirements →](https://softbcom.com#cta) ![SoftBCom Platform Integration Diagram](https://softbcom.com/hubfs/SoftBCom%20Platform%20Integration%20Diagram.png) Quality and Control ## Automation without losing control Automation needs visibility — especially when humans and AI work within the same processes. SoftBCom provides mechanisms to monitor process execution, review interactions and maintain quality across both human and AI-operated workflows. With QAWacht, organizations can analyze voice and text interactions, identify quality issues and deviations, and keep human QA managers in control of final quality decisions. [Explore QAWacht →](https://softbcom.com/quality-assurance?hsLang=en) ![QAWacht QA Analytics Dashboard](https://softbcom.com/hubfs/QAWacht%20QA%20Analytics%20Dashboard.png) Flexible Architecture ## Deploy the platform the way your organization needs ![](https://softbcom.com/hubfs/Implementation.svg) ##### **SaaS, private cloud or on-premise** ![](https://softbcom.com/hubfs/Use%20cases.svg) ##### Modular deployment ![](https://softbcom.com/hubfs/business.svg) ##### Open interfaces and dedicated connectors ![](https://softbcom.com/hubfs/Our%20expertise%20for%20AI%20technologies.svg) ##### **Interchangeable AI models** ![](https://softbcom.com/hubfs/Modularity.svg) ##### Integration with existing infrastructure ![](https://softbcom.com/hubfs/enterprice.svg) ##### Scalable from individual use cases to broader operational environments #### Start with one process or component and extend the platform as requirements grow. Data Protection ## Designed for privacy-sensitive environments ##### SoftBCom is based in Germany and operates solutions for organizations where customer data, operational control and compliance matter. - Germany-based hosting and operations - Customer data can be hosted exclusively in Germany upon request - EU-based processing preferred where available - Data minimization, pseudonymization/anonymization and fragmentation - Private cloud and on-premise deployment options - Local AI model deployment available where required [Learn more about Trust and Compliance →](https://softbcom.com/trust?hsLang=en) Why SoftBCom ## Software, Integration and Operations from One Team ### Software We develop and continuously evolve the platform and its core components. ![1-1](https://softbcom.com/hubfs/1-1.png) ### Integration We adapt processes, interfaces and connectors to the customer environment. ![2-1](https://softbcom.com/hubfs/2-1.png) ### Operations Support We manage customer installations throughout their production lifecycle. Learn more about Operations & Support → ![3-1](https://softbcom.com/hubfs/3-1.png) About ## SoftBCom Berlin - SoftBCom is a Berlin-based software company developing solutions for customer service, process automation and AI-supported operations. - Founded in 2015, we combine software development, integration and operations within one team. [About SoftBCom →](https://softbcom.com/about-softbcom?hsLang=en) ![](https://softbcom.com/hubfs/berlin.jpg) Customers / Cases ## Used in real customer operations ##### [AI-powered email processing →](https://softbcom.com/blog/mass-email-processing-with-ai-for-globus-diy-stores?hsLang=en) ##### [Contact Center + Service Desk integration →](https://softbcom.com/blog/bpo-with-contact-center-service-desk-integration?hsLang=en) ##### [AI Agents for customer operations →](https://softbcom.com/blog/use-case-guest-service-agent?hsLang=en) [Explore use cases →](https://softbcom.com/blog/tag/use-case?hsLang=en) ![](https://softbcom.com/hubfs/globus%20(1).jpg) ![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) ## What process would you like to automate? #### Start with a single recurring task or a complete customer-service process. We can look at your current workflow, identify where AI and automation add value, and determine how the SoftBCom Platform can fit into your existing environment. ![](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
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