AI Omnichannel Contact Center BC4™
The AI omnichannel contact center BC4™ Contact Center is an innovative solution for the distribution of voice, video and text communications. This system is designed as a modular platform consisting of Plug-in building blocks that allow for simple and quick adjustment and configuration according to the specific needs and requirements of each customer. Thanks to this flexibility, the final form of the contact center can be ideally adapted to meet all precise requirements while minimizing the burden on agents with unnecessary functions or elements.
Each module can be easily customized or expanded, which allows not only effective management of current functions, but also the rapid integration of other advanced or non-standard functions based on specific requirements. This modular architecture thus ensures a high degree of adaptability and scalability, which is key to meeting the growing and changing needs of modern call centers.
BC4™ Contact Center is the ideal solution for companies seeking to optimize their communication with clients across various channels, offering a robust, flexible and easily customizable environment that can be expanded with the latest technologies and features tailored to specific business requirements..
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| Key features of the BC4™ Contact Center |
- Comprehensive all-in-one solution – An integrated software package that allows you to manage all communication channels in one easy-to-use environment.
- Emphasis on mobility – native mobile applications for Android and iOS allow agents to work from anywhere. The integrated Agent Panel solution with WebRTC technology enables seamless and high-quality communications directly from mobile or via web browsers.
- VPN Less Solution – For working outside the office, a VPN-less solution is available, with an integrated Session Border Controller (SBC) that ensures connection security and stability even in environments with limited access.
- Scalability from 5 to 500 agents – A flexible system that can easily scale from small teams to large operations without losing performance or ease of management.
- Simple and transparent licensing that allows easy cost planning and capacity expansion according to current needs.
- Integrated social channels – support for communication across various social networks including WhatsApp Business API, Facebook Messenger, and more.
- Advanced communication tools - AI Voicebot and Chatbot for automation and increased communication efficiency, SMS sending and receiving (including bulk sending), integration with SMS gateways from O2, TMB or HW GSM gateways enables fast and reliable text communication.
- Traditional telephone functions, IVR and Voice Mail
- Flexible deployment – Possibility of installation in private or public cloud, on-premise or hybrid models, according to your business environment and requirements.
- API for third-party systems – API allows integration with other enterprise systems, ERP, CRM and more
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One Omnichannel communication platform for your company regardless of size and growth
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Enterprise CX solution |
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Manage a complete Unified Communications & Collaboration (UCC) solution from a single integrated system that enables customers to connect from 5 to 5,000 users, regardless of their location. This fully scalable system is ideal for companies of all sizes, offering central administration and enabling granular access control based on user permissions and geographic location.
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Seamless routing |
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Connect your customers to the right source of information and help them solve their problem the first time – whether through self-service or with a live agent, across any communication channel. This will increase customer satisfaction while making your customer service more efficient.
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Smarter customer service |
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Transform customer and employee experiences with intelligent routing across all communication channels, conversational AI, support for your contact center agents, and advanced reporting to drive greater efficiency, satisfaction, and long-term loyalty.
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Communication across the company |
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Simplify your business’s communication with customers and within your organization with one unified tool for all types of interactions. Bring comprehensive customer experiences (CX) across your entire organization by integrating BC4™ Contact Center and BC4™ SoftSwitch systems, increasing efficiency, consistency, and satisfaction at all levels.
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Increasing efficiency |
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Enable your customers and business partners to communicate effectively through a user-friendly solution that integrates all available communication channels – voice, video, chat, SMS, email and social media – into one simple and accessible environment. This will increase the satisfaction, availability and quality of your communications.
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Openness - SIP and API |
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The BC4™ omnichannel contact center is built on open SIP standards, which enable seamless integration of SIP terminals, WebRTC, mobile clients, iOS and Android mobile phones, and Microsoft Teams. The open API ensures easy integration with your customer CRM, ERP systems, or any other solutions, thus supporting the flexibility and extensibility of the entire system.
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Ready for the future |
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Udržujte svůj systém aktuální díky našemu programu Software Assurance a neustálému vývoji, který vychází z nejnovějších technologií s udržitelnou architekturou platforem. Standardizovaný hardware a silné možnosti virtualizace, jež zajišťují bezpečnost dnes i v budoucnu, a umožňují flexibilní a bezpečné rozšiřování vašeho systému.
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Mobility |
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Začněte pracovat odkudkoli, bez ohledu na vaši aktuální polohu nebo zařízení, které používáte. Díky nativní podpoře WebRTC ve BC4™ Agent Panel si stačí otevřít počítač s internetovým prohlížečem nebo stáhnout aplikaci BC4™ Agent Panel do mobilu a ihned začít řešit požadavky zákazníků.
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Growth according to needs |
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Komunikační platforma BC4™ je modulární stavebnice založená na samostatných zásuvných modulech, které jsou plně integrovány do systému a aktivují se podle potřeb zákazníka. Díky tomuto jedinečnému řešení lze provádět zákaznické úpravy bez dopadu na celkovou funkčnost systému.
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BC4™ Agent Panel Unified Workplace
Start working from anywhere, regardless of your current location or the device you are working on – be it a Windows PC or an Apple with macOS. With native WebRTC support, just open a web browser, log in to your BC4™ Contact Center account and you will immediately have access to all contact center features. You can start handling a queue of customer requests or launch a call campaign.
Thanks to WebRTC, you can communicate using a headset connected to your computer or use the CTI function to control your fixed IP phone.
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BC4™ Mobile Agent
BC4™ Mobile Agent works on all modern mobile phones with Android and iOS operating systems. The application design offers the same working environment as BC4™ Agent Panel with WebRTC while adhering to the standards of using mobile applications on touch devices.
All key features are available, including queue management, call transfer, call history with instant dialing, shared directories with direct or assisted transfer options, and simple login without the need for a VPN.
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BC4™ Supervisor Panel
The BC4™ Supervisor Panel is a set of high-performance tools designed for contact center supervisors. It offers a professional and user-friendly environment that provides easy visibility into the entire contact center operation.
Thanks to various real-time views, the supervisor has an immediate overview of the workload and activities of all agents, customer request queues, and ongoing campaigns.
With just a few clicks, it is possible to intervene if necessary and adjust the behavior, routing, or functioning of individual CX parts, thereby increasing the efficiency and quality of services.
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Historical reporting and analysis
BC4™ Contact Center has integrated advanced tools for historical reporting and event analysis.
It allows you to gain key insights into agent performance and customer experience through the most relevant and targeted pre-defined reports.
You can track the entire customer journey across the system and get detailed insight into agent performance in any request queue at precise times, facilitating optimization and decision-making.
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BC4™ Realtime Wallboard
With BC4™ Realtime Wallboard, you get an instant overview of your agent team's performance and the status of customers waiting in the queue for service.
Wallboard is designed to give you a quick overview of all key data and indicators in real time in one place, for example on a large display in a visible space.
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BC4™ AI Voicebot and Chatbot
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.
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WhatsApp Business API
The BC4™ WhatsApp Business API makes it easy to communicate with 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.
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Central management and administration of the contact center
Fast and clear central web management of the system, access to individual services based on permissions. In the administration, you can set all possible system and contact center settings. For example, Call Flow, IVR, set up a request queue, time conditions, responses, set up lines, trunks, set access permissions for users to individual system functions and much more.
BC4™ Contact Center Channels
With omnichannel features that support all digital channels, you can provide customer service where it is most convenient and fastest for your customers.
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Inbound - incoming voice and text
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| Whether you use Agent Panel with WebRTC or an Htek fixed IP phone, or a mobile phone with BC4™ Mobile Agent, your contact center agents are always ready to provide fast and effective answers to your customers' questions. |
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Outbound - outgoing voice and text
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| Choose from a variety of dialing options to help you optimize your strategy and reach existing or potential customers with a timely offer when it matters to them and your business. |
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Sending messages
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| Harness the power of asynchronous text messaging for continuous conversations so customers can start a conversation on your website and pick it up later on their mobile device or move on to another form of communication. |
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Social media
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| Your contact center agent can sort and manage incoming interactions from social media networks. |
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Live chat
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| Allow your website visitors to start a live chat with a qualified contact center agent. |
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E-mail
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| Manage incoming emails and track, process, and control the categorization of received messages and the quality of sent responses. |
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Intelligent routing
Resolve your customers' requests faster by getting your customers to the right agent the first time, so that requests are resolved quickly without unnecessary waiting in line.
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Routing based on agent skills
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| Intelligent routing based on the skills of individual agents for different tasks ensures that customers are directed to the best available resource based on the skills set for each interaction and customer need. |
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Customer data-driven routing
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| Open APIs to integrate and retrieve data from backend and CRM systems for smarter connections and better customer relationships. We direct the customer to their favorite agent or the agent they last spoke to. |
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Voicemail
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| Give customers the option to leave a voice message or accept a call back, in case of calls outside business hours or longer waits in line, and contact them later. |
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Automation
Do more with less effort through automation. Let customers help themselves and use virtual assistants to manage as many interactions as possible.
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IVR voice guide with AI
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| Enable your customers to perform routine operations over the phone themselves and clarify customer needs for more personalized service. |
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Automatic callback
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| Instead of forcing customers to spend time waiting in line, offer them the option to call you back and avoid waiting unnecessarily long. |
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Diverting a call to another channel
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| Program your IVR system to offer alternative digital ways to communicate instead of waiting in line. |
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Proactive calls and campaigns
Proactively reach your existing or new customers through automated campaigns and predictive dialers.
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Outgoing dialers
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| Zvyšte prodej pomocí správné volby typu aktivního volání odpovídajícímu vaším obchodním potřebám. Prediktivní, proaktivní a progresivní dialery nabízejí různé možnosti, jak maximalizovat výkon vašich odchozích kampaní. |
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Campaign management
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| Oslovte své cílové zákazníky s tím, že budete vědět, koho a kdy kontaktovat a efektivně spravujte pokusy o volání. Reporting odchozích kampaní poskytne obrázek o jejich účinnosti. |
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Contact lists management
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| Work with contact lists, remove duplicates, and add new leads to the top of the list to maximize dialing speed. |
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Selected features of the BC4™ Contact Center
- Complete solution based on SIP protocol
- Deploy to private or public cloud
- Deployment on local hardware servers
- Support for VMware, HyperV, KVM and more
- Choice of CAPEX, OPEX or Subscription models
- Flexibility to work from anywhere
- Central administration from one point
- Multimedia communication and collaboration
- Call recording
- IVR and automated attendant
- Voicemail
- MeetMe teleconference
- CDR
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- Conferences and teamwork
- BC4™ Agent Panel mobile app with WebRTC
- BC4™ Mobile Agent mobile application
- Supervisor's interactive workplace
- Omnichannel contact center
- Intelligent routing of all channels
- Extensive reporting functions and CDR
- Open CSTA and SIP interfaces
- Strong integration with MS Teams and existing third-party SIP systems
- API for further integrations
- Microsoft Integrated Text-to-Speech Solution
- WallBoard
- AI Voicebot and Chatbot
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Contact us
Sales, technical support, installation and service. |
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