Name: babelforce
Price: 29 USD
Author: babelforce

Help Desk

Web and Video Conferencing

Customer Support

Mind Mapping

Mobile App Development

Development

Business Intelligence (BI)

Collaboration

Communications Platform as a Service (CPaaS)

Org Chart

Enterprise

Accounting

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Recruitment Automation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

API Management

Cloud Storage

Component Content Management

Data Quality

Desktop Outsourcing

Electronic Data Interchange (EDI)

Fraud Detection

IT Infrastructure Monitoring

IT Service Management (ITSM)

Identity Governance and Administration

Industrial IoT

Infrastructure-as-Code (IaC)

Integration Platform as a Service (iPaaS)

Managed Print

Network Performance Monitoring

Relational Database Management Systems

Session Border Controllers

Solid State Drives

Static Application Security Testing (SAST)

Static Code Analysis

Tower Servers

Traffic Switching

Virtual Private Network (VPN)

Vulnerability Management

Information Technology

A/B Testing

Ad Serving & Retargeting

Advertising Agency

All-in-One Marketing

Consumer Ratings & Reviews

Content Management

Email Marketing

Heatmap and Session Recording

Intent Data

Marketing Automation

Marketing Resource Management

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Webinar

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Multichannel Retail

Sales Gamification

Sales Intelligence

Sales

Secure Service Edge (SSE)

User and Entity Behavior Analytics (UEBA)

Security

Car Rental

Commercial Drone

Equation Editors

Insurance Agency Management

Public Sector Software

Real Estate Property Management

Trucking Software

Vertical-Specific

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babelforce is an Enterprise-grade contact handling platform offered by babelforce GmbH. According to the vendor, it aims to provide a composable customer engagement solution that can cater to companies of all sizes, from small businesses to large enterprises. Contact Center Managers, Customer Service Managers, Sales and Retention Managers, Operations Managers, and businesses in the finance industry are among the professionals and industries that the vendor says can benefit from babelforce's features and functionalities.

## Key Features

According to the vendor, babelforce offers an enterprise-grade contact handling platform that provides a centralized solution for managing customer interactions, including calls, emails, chats, and social media messages.

The vendor claims that babelforce enables businesses to create and customize their customer engagement processes using a no-code approach and intuitive visual tools. The vendor states that businesses can easily design and implement new services and improve existing processes without the need for lengthy software development projects.

According to the vendor, babelforce allows businesses to offer seamless services across inbound and outbound channels, ensuring a channel-agnostic approach. The vendor claims that customers can initiate contact through any channel and be routed to the most appropriate service, while businesses can provide consistent and personalized support regardless of the chosen channel.

The vendor states that babelforce enables businesses to automate up to 90% of tasks, reducing manual effort and improving operational efficiency. The vendor claims that automation capabilities are available for various contact center processes, such as call routing, ticket creation, and data integration, among others. According to the vendor, automation helps streamline operations, reduce errors, and deliver faster and more efficient customer service.

According to the vendor, babelforce integrates with various data sources, allowing businesses to gain deep customer insights. The vendor states that it consolidates disparate data sets into a single source of customer information, enabling businesses to identify and prioritize customers based on factors such as lifetime value, interaction history, and contact volume. The vendor claims that deep data integration helps personalize customer service and deliver tailored experiences.


Basic

Kixie is a telephony and VoIP software solution from Kixie.

Custom Plan

Kixie

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

babelforce

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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babelforce

Overview

What is babelforce?