SOFTEL offers complete solutions and services with thought leadership for all major Contact Center platforms, both on-premise and in the Cloud.
What are Contact Center Solutions?
Within a modern contact center, there may be any number of solutions supporting customer experience or digital experience channels. These can range from standard voice channels through public networks (PSTN), to local telephony (PBX/ACD) or via modern telephony standards (VoIP/SIP). Through other channels, interactions can take place via SMS, email, Web Chat, Social Media and a whole host of other methods, all supporting customer experiences.
A contact center aims to combine those channels and work directly with customers, based on business rules and measures, creating interactions and business outputs to other systems, such as Customer Relationship Management (CRM), Order Management (OMS), Incident Management, Finance Management or Retail Sales.
How can we help you?
SOFTEL’s Contact Center team members are seasoned experts in contact center design, supporting your complex platforms and solutions.
Our Contact Center skills and expertise span multiple vendor platforms, allowing us to provide value-added services that directly serve your CC operations.
Our contact center services include:
Interactions: Combining interactions for centralized communications
Channels: Developing and deploying Omnichannel solutions, across voice, media, multimedia and social channels.
Customer Experience: Focusing on the customer journey to deliver exemplary customer experiences.
Workforce and Quality: Creating workstreams and business processes for scheduling, adherence, forecasting and quality management