SoftBCom Contact Center (SCC) is a software product for building contact centers that belongs to a new generation
The main guidelines for the development of the system are ease of deployment, ease of management of all functions, minimum training requirements for operators and supervisors, native support for home offices, reliability and stability.
This product, which has a wide range of functions and features, is characterized not only by low licensing costs, but also by low costs for supporting and developing installations, which, according to our estimates, means that the total cost of ownership does not exceed half the level typical of competing solutions.
We have conducted a comparative analysis of the main features of our solution in comparison with the functionality of one of the most popular contact center management systems. This analysis involved specialists with many years of experience not only with SCC, but also with the aforementioned competitive solution. The result is presented below in the comparison list.
10 advantages of SCC out of the box
SCC
- A comprehensive supervisor workstation allows you to manage operators, roles, access rights, projects, reports, etc. from a single interface, enabling you to train relevant specialists in the shortest possible time.
- The operator workstation including integrated SIP client is available out-of-the-box in two versions: desktop and web version.
- Customization of the user interface (with the exception of complex logic) does not require the involvement of IT personnel, but is performed by the technologist.
- Call recording, including single-channel (without customer recording), is an integrated feature controlled by the IVR and operator questionnaire. Listening and report binding tools are integrated into the system.
- A variety of historical reports are integrated. The customer can customize the reports and create new reports to implement on their own.
- The starter set of functions in the system can be started in less than a day after unpacking. The entire solution can be deployed on one server (one VM). The setup effort is minimal.
- Extensive integration options: a standard API for connecting external applications in all phases of call processing. CTI interface included.
- Pay-per-use, concurrent, no minimum licenses.
- Built-in functionality to assess operator performance.
Competitor
- Managing the operation of the contact center requires the use of various applications and interfaces. Training relevant professionals is lengthy and costly.
- The SIP client requires separate software or hardware. A separate infrastructure is required for the web version.
- Setting up the user interface requires the involvement of IT experts who have different development tools, which complicates and significantly increases project costs.
- Listening to call recordings and linking to report data requires a third-party solution.
- Limited number of built-in reports. There are no detailed call reports. Creation of required reports requires time, resources and significant cost.
- A variety of digital channels (including Telegram, WhatsApp, Viber, Webchat, Facebook) are instantly available.
- Connecting most digital channels requires extensive customization.
- Even a minimal configuration requires the commitment of significant resources, the involvement of a large number of specialists and serious investment.
- Integration tools require a significant amount of customization when connecting third-party solutions. The CTI interface is licensed separately and requires a major intervention in the system.
- Flexibility in the use of licenses is limited (the majority of licenses should be permanent).
- Missing in the system.
Additional functions (requires the use of additional modules or integration with third-party software)
SCC
- Easy opening of the helpdesk in a single window at the operator's workstation with data exchange. Allows the operator to manage multi-level processes (receiving and executing requests, status control, organizing calls) at the same time as handling calls.
- The ability to use ASR, TTS, chatbots, etc. that exist in a single ecosystem.
Competitor
- The implementation of such a function is very labor intensive.
- Integration with third-party solutions is very time-consuming.
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