Softphone is a leading Contact Center Solutions Developer and System Integrator specializing in Genesys solutions. With over fifteen years of experience in Genesys products, Softphone is the right partner to tackle any Contact Center Project.
Softphone contributions include the development of training courses for Genesys University, like SIP Server Installation & 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 integration to Contact Center optimization, Softphone consultants provide the expertise and quality delivery needed to efficiently address customer service's rapidly changing needs.
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 – essential tools for 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, etc.
Since its foundation, Softphone has invested in developing additional components and functionalities to complement Genesys. As a custom-product developer, Softphone delivers powerful solutions that efficiently plug into the Genesys ecosystem.
Our components are powerful add-ons that enable Contact Centers to extend their reach to mobile contexts, improve 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 open-source platforms and can be delivered as "cloud services", thus reducing costs and improving time-to-market for our customers.