The Contact Center Experts
Softcom’s Unified Communications applications offer Contact Center customers the most advanced technology for today’s multi-channel world. This isn’t just another idea we’ve come up with, but the direct result of constantly evolving customer relationship feedback from over 20 years in the industry. Today’s contact center business model includes seamlessly managing diverse contact center touch-points in the most effective way possible. The Softcom Inside-Edge solution provides access, consolidation and display of information to management while allowing the flexibility to examine that information in many different ways.
The Inside-Edge platform offers Business Intelligence capabilities for Inbound Sales, Customer Service and Support environments as well as Outbound Sales, Telemarketing, Collections, Service Bureaus and Fundraising activities. Including reports, real-time dashboards, OLAP, performance management, agent and campaign metrics, agent dashboards, data modeling, collaboration tools and predictive analytics solutions, Inside-Edge handles your complete information technology needs for the contact center..
How Softcom Can Improve Your Contact Center
- Monitor Agent & Campaign Stats in real-time
- Maximize agent productivity
- Find your “weak” spots
- Discover new profit centers
- Streamline training of new staff
- Keep close communication with your agents/teams
InsideEdge Enterprise
Softcom InsideEdge Enterprise is a powerful software application platform, which contains integrated modules that work together to give users a consistent and streamlined user interface for optimum visibility of their business. The core technology was developed to address the unique requirements found in the Contact Center. By understanding the essential principles of this industry, the software was designed as an enterprise business intelligence solution to meet the needs of the Contact Center. There are several key attributes to the InsideEdge Enterprise software application:
- Global, unified views of data
- High Availability (scalability and redundancy)
- Hierarchical, multi-site metrics
- Global alerts and filtering on enterprise-wide basis
- Browser based, with no desktop deployments
- Access anywhere, anytime
- Security and encryption
- Multi-tenancy for service bureaus
- Fully internationalized, multi-language for global use
- View and understand data from your vantage point
- Data aggregation and analysis by level
