The communication system with the omnichannel contact center BC4™ includes a set of communication system functions and applications used to handle a high number of phone calls, video calls, emails and SMS messages, and also integrates AI voicebot and chatbot, instant messaging, web chat and social networks. It is a means to ensure customer satisfaction, reduce costs and/or create profit. Call centers are no longer the domain of large or specialized companies and institutions, but are becoming a common standard wherever the goal is to have the most satisfied customer.
BC4™ Contact Center includes applications and tools for effective contact center operation for all customer groups, from the smallest companies to large multinational corporations.
Thanks to modularity, BC4™ also offers the possibility of adapting to specific needs or developing your own tailor-made solution.
AI contact center and smart telephony solutions
AI Omnichannel Contact Center BC4™
The AI omnichannel contact center BC4™ Contact Center is a solution for distributing voice, video and text. It consists of modular Plug-in building blocks and AI that can be easily modified and adapted to the needs and requirements of each customer. The resulting contact center design thus precisely matches specific requirements without unnecessarily burdening the work of agents with unnecessary functions or elements. The system can be installed in a virtual infrastructure, in a public or private cloud.
The BC4™ communications platform is a comprehensive multimedia system designed for unified communications with an integrated AI omnichannel contact center that enables voice, video and text. It is built on open software, runs on the 64-bit Linux™ operating system and is compatible with standard servers.
The system can be installed in a virtual infrastructure and is suitable for deployment in a public or private cloud, which ensures high flexibility and scalability.
The BC4™ AI Voicebot and Chatbot is directly connected to the ChatGPT generative AI model. This language model uses natural language processing to create a human-like conversational dialogue, allowing it to answer callers' questions.
A voicebot can be trained on your own data set, such as your company's extensive knowledge base. It is suitable for communicating general information based on predefined structured questions, thereby increasing the efficiency and quality of customer support.
The BC4™ mobile client works on mobile phones with Android and iOS operating systems. The application design offers the same working environment as the BC4™ Agent Panel with WebRTC while respecting the standards of using mobile touch devices.
All key features are available, including call transfer, call history with instant dialing, shared directories with direct or assisted transfer options, and simple app login without the need for a VPN.
Increase your agents’ productivity with a single dashboard that centralizes all customer interactions and the tools needed to more effectively resolve customer queries and requests. The agent panel aggregates information from a variety of sources, including integrations with underlying CRM and ERP systems to quickly provide personalized support. The agent panel is also highly customizable to display only the controls and information needed for the task at hand.
Agent panel is an All-In-One solution integrating WebRTC calls, landline control, email, chat, SMS, WhatApp, OutBound campaigns, call recordings, statistics, missed calls, callback, working with data from third-party applications (CRM, ERP, Ticketing systems) and real-time dashboard into one screen. It also offers full integration with BC4™ Mobile Agent.
Start working from anywhere, no matter where you are and what device you are currently working on, whether it is a computer with MS Windows or Apple with macOS. Thanks to native WebRTC support, you just need to open a web browser and log in to your BC4™ SoftSwitch account. You have immediate access to all the functions of your communication system and can start working and communicating.
Thanks to WebRTC, you can talk using a headset connected to your computer or use the CTI function to control your Htek fixed IP phone .
BC4™ Supervisor Panel is a contact center management dashboard that allows you to track key metrics, calls, and provide real-time feedback. It also includes agent coaching based on cross-channel communication monitoring within an omnichannel contact center.
The Supervisor Panel offers an intuitive interface with a 360-degree view of the entire contact center, making it easy for managers to customize support and optimize the performance of the entire team.
The BC4™ WhatsApp Business API makes it easy to communicate with your customers via the popular WhatsApp communication channel. By integrating this channel into the BC4 Agent Panel, you get a single user interface where you can view all interactions across WhatsApp and other communication channels.
WhatsApp supports two-way image and attachment sharing, allowing customers to send photos from their mobile phone directly to the BC4 Agent Panel during a call with an agent, making it easier to share information and speed up request resolution.
Do you prefer an on-premise hardware solution? BC4™ SoftSwitch Server is a complete multimedia system for unified communications with an integrated omnichannel contact center that enables voice, video, and text transmission.
This system is built on open software, runs on a 64-bit Linux™ operating system and comes with a powerful 1U hardware server designed for installation in a 19" rack.
