SoftBCom Blog

Benefits of an omnichannel solution for contact centers

Omnichannel is a much-discussed topic that raises a lot of different questions. We have picked out the f...

SoftBCom Contact Center advantages and capabilities

SoftBCom Contact Center (SCC) is a software product for building contact centers that belongs to a new g...

What is ACD

How it works and how it helps the customers and the business ACD – Automatic Call Distribution, or autom...

Workforce Management (WFM)

What is WFM? WFM (Workforce Management System) forecasts staffing needs in retail, banking, contact cent...

Some things about ITSM and especially about its potential benefits

What is ITSM? ITSM stands for IT service management. It encompasses all services and measures required t...

Secretarial Services

Initial Situation A contact center provides mass secretarial and back-office services. Its main customer...

Mass email processing with AI for Globus DIY stores

About the company Globus is one of the largest DIY chains in Germany with 14 DIY stores and 4 online sto...

Jana's story

Agent Jana and the customer value contact center - Using Omni channel Watch video

BPO with Omni-channel Service at Profil24

About the company Profil24 is a 24/7 contact center for car rental companies and airlines, working on nu...

BPO with Contact Center - Service Desk Integration: Kuck + Schmidt

About the company The contact center at Kuck + Schmidt (K&S) works mainly with inbound calls and man...