About SoftBCom Contact Center
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SoftBCom Contact Center by SoftBCom is a robust contact center solution designed to streamline and enhance customer engagement through integrated, multi-channel communication. The software’s primary purpose is to facilitate efficient interactions across voice, chat, email, and social media, all consolidated within a single, cohesive platform. Among its key features are intelligent call routing, real-time analytics, automated workflow management, and customizable dashboards that allow organizations to monitor and improve performance while delivering an exceptional customer experience. The user interface of SoftBCom Contact Center is one of its standout features. Designed with the end-user in mind, the interface is clean, modern, and highly intuitive. The dashboard presents a comprehensive view of real-time metrics such as call volumes, average handling times, and customer satisfaction scores, which are easily accessible through a well-organized layout. Navigation is simplified with clearly labeled menus, and the inclusion of customizable widgets and drag-and-drop features allows users to tailor the interface to their unique workflow needs. These design elements not only enhance usability but also minimize the learning curve for new users, ensuring a smooth transition and rapid adoption.
Pros & Cons
- +streamlined workflows, and a more holistic view of customer interactions for agents.
- +SoftBCom's support as "competent and fast," contrasting it favorably with global players.
- +Supporting a wide range of digital channels alongside traditional contact center features
- +The inclusion of AI for email and voice classification indicates a focus on leveraging technology to automate routine tasks
- +Offering both on-premise and cloud-based WFM provides flexibility and tools for optimizing staffing, scheduling, and agent performance
- −a comprehensive "all-in-one" system can also be complex to implement, configure, and learn, potentially requiring significant training and setup time.
- −businesses outside the listed industries (Retail, Industrial, DIY, Banks, Automobile) might find the platform less tailored to their specific needs.
Features
Key features
- All-in-One Contact Center and Ticketing Solution
- This indicates a unified platform for handling customer interactions across various channels and managing support tickets within the same system. This likely provides agents with a holistic view of customer history and issues.
- Omnichannel Communication
- SoftBCom supports multiple digital channels like WhatsApp Business, Chat, Facebook, and Mobile Apps, in addition to traditional contact center functionalities. This allows businesses to engage with customers on their preferred platforms.
- Service Desk and Help Desk Functionality
- SoftBCom offers dedicated solutions for managing IT support requests and broader customer service inquiries through a ticketing system. This helps in organizing, tracking, and resolving issues efficiently.
- AI and Automation Capabilities
- The platform incorporates Artificial Intelligence for tasks like classifying emails and voice requests. This suggests features aimed at improving efficiency, routing inquiries effectively, and potentially automating responses.
- Workforce Management (WFM)
- SoftBCom provides tools for managing agents, including scheduling, forecasting, and performance monitoring, available both on-premise and in the cloud. This helps optimize staffing and agent productivity.
- Secure Work from Home Solution (Thin Client)
- SoftBCom offers a solution enabling agents to work remotely securely using thin client technology. This addresses the growing need for flexible work arrangements.
- Managed Outbound Capabilities
- This suggests features for proactive customer engagement, such as outbound calling campaigns, potentially with automation and management tools.
- Video Channel Integration
- The inclusion of a video channel indicates support for visual customer interactions, which can be beneficial for certain types of support or sales engagements.
- Integration with MS Teams®
- The publication mentioned suggests seamless integration with Microsoft Teams, facilitating collaboration and communication within the contact center environment.
- Focus on Customer Support
- The client testimonial emphasizes positive experiences with SoftBCom's support, highlighting its competence and speed. This suggests a strong focus on service quality.
Additional features
- SoftBCom Contact Center
- This is the core contact center platform, likely encompassing features for call routing, agent management, reporting, and analytics.
- All-in-One Contact Center and Ticketing Solution
- As mentioned above, this combines contact center functionalities with a ticketing system for managing support requests.
- Thin Client
- Work from Home: This feature enables secure remote work for agents using thin client devices, likely focusing on data security and simplified endpoint management.
- SoftBCom Managed Outbound
- This service likely handles or provides tools for managing outbound communication campaigns, potentially including features for list management, dialing, and compliance.
- Video Channel
- Supports customer interactions via video calls, enabling face-to-face communication for enhanced support or sales processes.
- WhatsApp Business, Chat, Facebook, Mobile Apps
- Integration with these popular digital channels allows customers to connect with businesses through their preferred messaging platforms.
- Service Desk
- A system designed for managing IT-related support requests, including incident management, problem management, and change management.
- Help Desk
- A broader system for managing customer service inquiries and support tickets, often with features like knowledge base integration and self-service portals.
- SoftBCom Service Desk
- This is SoftBCom's specific implementation of a service/help desk ticketing system.
- AI and Automation
- This is a category of features leveraging artificial intelligence to improve efficiency and customer experience.
- AI
- Classification of E-mails: AI algorithms automatically categorize incoming emails, enabling efficient routing to the appropriate agents or departments.
- AI
- Classification of Voice Requests: Similar to email classification, AI analyzes voice interactions to understand the customer's intent and route the call accordingly.
- SoftBCom WFM Cloud
- A cloud-based version of SoftBCom's Workforce Management solution, offering similar features with the benefits of cloud deployment (scalability, accessibility).
Pricing
Countries & Languages
Available in
Interface languages
Billing currencies
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About SoftBCom Contact Center
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SoftBCom Contact Center Details
SoftBCom Contact Center's In-App Market Place
Does SoftBCom Contact Center have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
Usd ($), Eur (€), Gbp (£), Aud (A$), Cad (C$), Jpy (¥), Chf (chf), Cny (¥), Rub (руб), Inr (₹), Mxn ($)
Pros & Cons
- streamlined workflows, and a more holistic view of customer interactions for agents.
- SoftBCom's support as "competent and fast," contrasting it favorably with global players.
- Supporting a wide range of digital channels alongside traditional contact center features
- The inclusion of AI for email and voice classification indicates a focus on leveraging technology to automate routine tasks
- Offering both on-premise and cloud-based WFM provides flexibility and tools for optimizing staffing, scheduling, and agent performance
- a comprehensive "all-in-one" system can also be complex to implement, configure, and learn, potentially requiring significant training and setup time.
- businesses outside the listed industries (Retail, Industrial, DIY, Banks, Automobile) might find the platform less tailored to their specific needs.
SoftBCom Contact Center's Support Options
Email Address
contactsbc@softbcom.comContact
+493051302118SoftBCom Contact Center's Alternatives
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