Softphone is a leading Contact Center Solutions Developer & System Integrator specialized in Genesys solutions. With more than ten years of experience in Genesys products, Softphone is the right partner to tackle any Contact Center Project. Softphone contributions include development of training courses for Genesys University like SIP Server Intallation & Con-figuration and Gplus Adapter for Siebel CRM. Our instructors deliver these courses as well as highly technical training on topics like PID (Genesys SDK).
From SAP & Siebel integration to contact center optimization, Softphone consultants provide the expertise and quality delivery needed to efficiently address the rapidly changing needs of customer service.
Softphone services are centered around the Genesys ecosystem starting with Business Process Analysis followed by traditional implementation support like Installation, configuration, Integration and development. Furthermore, our contact center optimization practice provides expertise in monitoring, business intelligence, and customer service analytics – important tools to support critical decision making.
Softphone also provides first and second level support for major Italian customers like ENI Gas & Power, Pirelli, Sky Italy, Banca Sella, CAFC...
Since the beginning, Softphone has invested in the development of additional components and functionality to complement Genesys. As a Custom Products Developer, Softphone delivers powerful solutions that efficiently plug-into the Genesys eco-system.
Our components are powerful add-ons that enable Contact Centers to extend the reach to mobile contexts, improve the service quality, and monitor to ensure best-in-class delivery.
Softphone components include: Genesys Configuration Auditing, SIP Voice Recording (with word spotter functionalities), Multichannel Agent Desktop, Workforce Manager Scripting Engine and GVP Integration Server. When possible our components leverage the use of open source platforms and can be delivered as “cloud services” thus reducing costs and improving time-to-market for our customers.