SOGEDES.X

SOGEDES.X is an omnichannel contact center software designed to facilitate seamless customer experiences across multiple communication channels. According to the vendor, this versatile solution caters to businesses of various sizes and is particularly suitable for call centers, customer service departments, sales and marketing teams, IT departments, and human resources professionals.

Key Features

Omnichannel-Module: According to the vendor, SOGEDES.X supports multiple communication channels, including phone, chat, email, social media, and video. It aims to provide consistent and personalized service across all channels, enabling businesses to effectively manage and orchestrate the customer journey.

IVR-System: The Interactive Voice Response (IVR) system in SOGEDES.X allows customers to interact with automated menus and self-service options. The vendor claims that this feature reduces the need for agent intervention, enhances efficiency, and improves customer satisfaction by ensuring callers are routed to the appropriate department or service.

Messenger: According to the vendor, SOGEDES.X integrates with popular messaging platforms such as WhatsApp, Facebook Messenger, and other chat applications. This functionality enables customers to communicate with businesses through their preferred messaging channels, providing real-time messaging capabilities for efficient and convenient customer support.

Outbound Dialer: The outbound dialer feature in SOGEDES.X enables businesses to proactively engage with customers. According to the vendor, it allows businesses to reach out to customers for various purposes, such as sales, marketing, or service reminders, with the aim of improving customer engagement and increasing conversion rates.

Agent-Telefonleiste (Phone Toolbar): The vendor states that SOGEDES.X provides agents with a user-friendly and intuitive phone toolbar for efficient call handling. It displays relevant customer information and call controls in a clear and organized manner, streamlining agent workflows and enhancing productivity.

WebRTC: According to the vendor, SOGEDES.X supports Web Real-Time Communication (WebRTC) technology for browser-based communication. This feature allows customers to make calls directly from their web browsers without the need for additional software or plugins, enhancing accessibility and convenience.

Kontaktverwaltung (Contact Management): SOGEDES.X offers a comprehensive contact management system to store and organize customer information. According to the vendor, this feature enables agents to access customer data quickly and efficiently during interactions, facilitating personalized and contextual customer service.

Benutzerdefinierte Dashboards (Custom Dashboards): SOGEDES.X provides customizable dashboards for agents and supervisors to monitor real-time metrics and key performance indicators (KPIs). The vendor claims that users can configure these dashboards according to their specific needs and preferences, enhancing visibility and enabling data-driven decision-making.

Echtzeitüberwachung (Real-time Monitoring): According to the vendor, SOGEDES.X enables real-time monitoring of contact center activities, including call volumes, agent performance, and service levels. Supervisors gain instant insights into contact center operations, facilitating proactive management and timely interventions.

Analysen und Berichte (Analytics and Reports): SOGEDES.X offers robust analytics and reporting capabilities to track and analyze contact center performance. The vendor states that it generates comprehensive reports on key metrics, trends, and customer interactions, providing valuable insights for process improvement and decision-making.