Why SoftBCom Contact Center?
Freedom of configuration and implementation
- Cloud / Private cloud / On-Premise
- Pay per use / License
- Voice / Digital
- Inbound / Outbound / Blended
- Customize and integrate / Ready to use off-the-shelf
Easy start / scale up / scale down / modification
- Move in seamlessly
- Modular system
- Scale up and down (10 - 5 000 agents)
- Save money with our flexible pricing model!
- After a professional training, you can set up and customize projects yourself
Automate everything and widen your service scope
- Profound Integration possibilities
- Uniform service processes available over all channels
- Multi-step processes for wider service scope of your business
Do more
with less staff
- Unified Agent Desktop
- Minimization of manual labor
- Keep track of any useful metrics
- Save up to 50% on staff and licenses
Premium functionality / flexible pricing
Major Functions of SCC
1.
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
Cloud vs. On‑Premise
2.Advantages of Cloud
- No costs for complex technical equipment
- No installation / support / amortization costs for equipment
- Easy to test and start
- Simple upscaling and downscaling
Advantages of On‑Prеmise
- Full control over all sensitive information
- Your project is customized to your business needs
- Everything is on the LAN, no remote connection of the agent's workstations to the server:no bandwidth issues no remote connection reliability problem (existent even with dedicated connections) no remote connection expenses no remote connection security issues
License model vs. Pay‑Per‑Use model
3.Advantages of License
- You buy the license and you own it
- 20% yearly support fee
- Upgrades for free
Advantages of Pay-Per-Use
- No capital expenditure: Pay as you go with operational expenses
- Easy scale up and down
- Costs are calculated monthly as the maximum daily number of concurrent users
Industry-specific solutions
4.Our implementation cases include call centers, retail, insurance, banking, telecommunication companies, IT service providers, service companies and so on.