AI in the Contact Center: From Cost Center to Efficiency Engine
Contact Centers Were Never Meant to Be This Complicated. For years, contact centers have been treated as a necessary operational burden: expensive to maintain, difficult…
AI and legacy banking systems don’t mix – here’s how to fix it
By John Cognata
A strategic guide for (German) banks modernizing customer support under DORA, GDPR, MaRisk, and BAIT without sacrificing regulatory control – prepared by SOFTEL’s European team…
Microsoft Finally Unbundles Teams: What It Really Means for Your Enterprise
TL;DR: The EU has formally accepted Microsoft’s commitments to sell Office/Microsoft 365 without Teams and improve interoperability. Global unbundling began in 2024; the 2025 settlement…
Microsoft’s Unify Model: Redefining the Future of AI-Integrated Voice and Contact Centers
The Rise of Unified Intelligence in the Enterprise In a world where communication tools have grown fragmented and complex, Microsoft’s new Unify model for Teams…
How Teams Phone Extensibility Unlocks the Future of Contact Centers.
Retail Reimagined: How AI Is Driving a More Human-Centric Future
There’s a growing myth in the retail industry: that artificial intelligence will make customer experiences more robotic, less personal, and ultimately, less human. The reality?…
Augmentation, Not Elimination: Why AI Agents Will Never Replace the Human Edge
For over three decades, we’ve partnered with enterprises to reimagine communications, drive digital transformation, and implement powerful contact center solutions across the globe. With each…
Build Your AI Skills with Microsoft’s 50-Day Challenge
At SOFTEL, we’re focused on helping people build practical, future-ready skills—especially when it comes to AI. We’ve run our own workshops to support that mission,…
