Service Introduction
Enterprise-Grade Contact Centers, Zero Hassle
SOFTEL’s Managed CCaaS service empowers organizations to operate high-performing contact centers with minimal technical complexity. By combining automation, expert management, and seamless integration with your existing workflows, we eliminate operational burdens while enhancing scalability, security, and efficiency.
Whether deploying a new contact center or optimizing an existing one, our solution ensures reliable performance, proactive management, and a superior customer experience—without the need for extensive in-house resources.
Technology Inclusions
Our Managed CCaaS solution delivers a comprehensive suite of capabilities designed to enhance customer experiences, streamline operations, and optimize workforce performance.
Customer Self-Service
Speech-Enabled IVR, Voicebots for Voice Channels, Chatbots for Text Channels
Digital Channels
Multimedia-enabled Chat, Native Email Channel, SMS Channel and Co-Browse
Voice Services
SIP/VoIP Telephony, 2-Way Voice Recording, Bring Your Own Carrier
Inbound Routing
ACD Routing Engine, Voicemail Boxes per User, Queuing Callback Solution
Outbound Campaigns
Customer List Administration, Inbound/Outbound Blending, Proactive Notifications
Workforce and Quality Management
Forecasting / Scheduling / Adherence, Performance Management, Resource Quality Management
Unified Communications
Anywhere Access, API Cloud Integration, Agent Collaboration
Reporting & Analytics
Business Intelligence Dashboards, Historical Views, Real-Time View
24/7 Expert Support & Incident Management
Stay ahead of disruptions with SOFTEL’s always-on, expert-led support. Our 24/7/365 incident management ensures swift resolutions, minimizing downtime and maximizing efficiency. With a dedicated Technical Account Manager, priority-based SLAs, and seamless vendor coordination, we take the burden off your IT team—so you can focus on delivering exceptional customer experiences.
Our proactive approach includes real-time monitoring, root cause analysis, and continuous optimization, preventing recurring issues before they impact operations. Whether it’s a critical outage or fine-tuning system performance, we provide end-to-end transparency, rapid response, and actionable insights to keep your CCaaS environment running at peak performance.
AI-Powered Self-Service & Digital Engagement
Transform your customer interactions with AI-driven automation and seamless omnichannel integration. SOFTEL enhances contact centers with intelligent voicebots, chatbots, and self-service IVRs that streamline operations while delivering personalized customer experiences. Our advanced digital orchestration connects chat, email, SMS, and VoIP telephony into a unified, frictionless experience.
Beyond automation, we optimize workforce efficiency with AI-powered forecasting, real-time analytics, and intelligent routing. By aligning human expertise with smart technology, we help businesses reduce costs, improve agent productivity, and elevate customer satisfaction—making every interaction smarter, faster, and more effective.
Industries We Empower
Security
Transport
Energy
Make your contact center operations hassle-free.
With over 30 years in the telephony and IT industry, SOFTEL has built a strong foundation of expertise and knowledge in Contact Centers. This allows us to understand and address the unique challenges of our clients effectively.
Prefer do-it-yourself telephony?
Check out our Universal Telephony Administration Tool
Phone System Admin 2.0