Name: SOGEDES.X
Author: SOGEDES

Help Desk

Web and Video Conferencing

Customer Support

Help Authoring

JavaScript Frameworks

Mind Mapping

Mobile App Development

Push Notifications

Software Configuration Management

Development

Business Intelligence (BI)

Collaboration

Data Discovery and Visualization

Embedded Business Intelligence (BI)

Enterprise Generative AI

Partner Relationship Management

Enterprise

Accounting

Spend Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Monitoring

HR Management

Job Board

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Content Delivery Networks (CDN)

Data Quality

Data Virtualization

Distributed Denial of Service (DDoS) Protection

Extended Detection and Response (XDR)

Fraud Detection

Identity Governance and Administration

Identity Management

Infrastructure-as-Code (IaC)

Integration Platform as a Service (iPaaS)

Managed Print

Mobile Data Security

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Relational Databases

Scale-Out Storage

Secure Email Gateway

Smart Contracts

Tower Servers

Virtual Private Network (VPN)

Information Technology

A/B Testing

Ad Serving & Retargeting

Advertising Agency

All-in-One Marketing

Appointment Scheduling

Competitive Intelligence

Content Management

Direct Mail Automation

Email Marketing

Email Testing

Marketing Automation

Social Media Management

Survey & Forms Building

Text to Speech

Virtual Event

Web Analytics

Marketing

Project Management

Task Management

Professional Services

Customer Relationship Management (CRM)

Sales Intelligence

Sales

Antivirus

Security

Estate Planning

Insurance Policy Administration Systems

Insurance Underwriting and Rating

Mental Health

Public Transportation

Trucking Software

Vertical-Specific

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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.

OvationCXM is a Customer Experience Management (CXM) company helping businesses and their partner ecosystems deliver  customer experiences with complete visibility and precise control.

Reactive

Asissted

Automated

Proactive

CXMEngine by OvationCXM

Basic

Keatext

SOGEDES.X

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

Contact Center

SOGEDES

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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SOGEDES.X

Overview

What is SOGEDES.X?