Contact center Omnichannel software for your contact center

Products are becoming more and more similar and prices more and more transparent. Increasingly, the level of customer service provided determines customer satisfaction and loyalty. The good news is that it is relatively easy today to become a service champion: With BSI you will delight your employees and customers at every touchpoint – and leave your competition far behind.

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First Contact Resolution Customer delight at the click of a button

The most important driver of customer satisfaction is First Contact Resolution. Not only does it make your customers happy when you resolve most of their requests or concerns during the first contact, but it also improves your service center efficiency. What you get is instant customer delight.

Next best actions Successful cross-selling and upselling

Excellent service that pays off: Since the Contact Center software from BSI recommends the next best actions or next best products to your employees, they can make the most of the cross-selling and upselling potential and turn the service center into a profit center.

Managed processes End-to-end processes

Guided processes are one of the unique features of BSI Contact Center. Process excellence “the BSI way” means this: You can work through workflows and processes quickly, transparently, on a company-wide basis, and in an automated manner whenever possible, while also taking all regulations, data protection requirements, and customer preferences into consideration.

Omnichannel Many channels, one software solution

Regardless of where you employ it (in-house customer service, external service providers, inbound or outbound), the Contact Center software from BSI integrates all communication channels. They include phone, e-mail, chatbots, live web chat, voice, WhatsApp, written correspondence, social media, self-service – and even the tablets and cash register systems at your store. It provides customer experiences without limits.

WhatsApp and more Social media successfully managed

In her business communication, your customer would like to use the same applications she uses to communicate with friends and family. With BSI’s Contact Center software, you can respond to YouTube and Facebook comments, text messages, and WhatsApp messages without switching applications. You will benefit from process management, text analysis, text blocks, service levels, and reporting options.

The BSI Contact Center – A compelling case

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Self-service

Customer service 24/7: You can integrate intelligent self-services such as web forms or customer portals into the BSI Contact Center. Whenever possible, your agent helps the customer directly; if not, a proficient process is triggered and pre-processed. The only steps the agent performs are those the system cannot (yet) perform itself. This is the customer service of the future.

Service automation

BSI will help you digitize your services on all channels. Automated service processes will lighten your agents’ workload and allow them to devote time to cases requiring particular attention.

Service lines

Companies with more than one brand, URL, and service have to communicate differently with their different target groups (footer, return address, brand voice, service level, reporting, etc.). With the service lines in BSI’s Contact Center software, this challenge becomes an opportunity.

Farewell to multiple systems

BSI takes the place of multiple systems. Its standard version includes all contact center features that you can flexibly click together as needed. They include processes, rules, data protection, retention requirements, proactive handling of SLAs, integrated expertise, customer experience, service automation, and more.

Powerful administration and configuration

Managers value the fact that BSI can be individually configured. They can quickly adjust the Contact Center solution’s cockpit and processes with ease. Detailed real-time reports show opportunities for improvement. They will benefit from a short time to market and a customized view of their contact center.

SaaS, hybrid, or on-premises

Whether you are looking for SaaS, hybrid, or on-premises, BSI offers attractive licensing models, scalability, and multi-tenancy. We would be happy to help you find the most suitable model for your call center.

Related Capabilities

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BSI knows your business

Whether sales, marketing or service: you can put our two million code lines and promising solutions together with equal ease – through uncompromising technology, a highly flexible data model and a captivating user experience.

Marketing

Set up trigger-based, highly personalized customer journeys within 15 minutes with BSI. They help you provide an unforgettable experience and maximize your business success.

Sales

BSI offers a central, virtual advisor workstation with access to all relevant customer information. This improves the chances of a successful business conclusion.

Service

BSI’s guided processes enable more efficient handling of customer issues. This saves you time and money in the long term, and makes your customers happy.

Insight

BSI provides you with powerful analytics, clearly arranged reporting dashboards and the possibility of data-based challenges to your decisions. BSI is your direct access to business intelligence.

Next best action: BSI.

The next best action: Network your goals with BSI.

Bernhard Egger, Creator of Customer Delight

+41 58 255 96 85

bernhard.egger@bsi-software.com

BSI for your industry

Banking, insurance, retail are three core industries; three strong communities with “Be Involved” processes. And with BSI, a guarantee of more than just three advantages. We speak your language.

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Banking

BSI is perfectly geared to the regulatory requirements of the banking market, and helps you digitize your customer relationship.

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Insurance

You can not only design the internal processes of your highly complex sales structures to be more efficient, but also enhance the customer experience.

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Retail

BSI supports you with seamless processes along the customer journey – from the cash register to the contact center.