"B2B, B2C or B2B2C? 30 agents or 3000? Inbound, outbound or both? Yes, yes, yes!"
Mathias Hassler, BSI

BSI Contact Center: The omnichannel software for your contact, service or call center

Satisfied customers, productive agents: with BSI Contact Center, you can turn any call center into an authentic customer contact center. With our multichannel and client-capable all-in-one CRM system you impress customers at all touchpoints. 360° customer view and guided processes guarantee rapid handling of customer concerns – right with the first customer contact. Service automation, minimal staff training and simple operation keep costs low. And with customer-specific cross- and upselling tips, your agents become real sales pros.

Many channels, 1 application

With BSI Contact Center you cover all touchpoints; not only e-mail, phone and letter, but also social media, self-service portal and even sales outlets. Not as channel silos, but as a completely integrated solution with 360° customer view at every touchpoint. So you can not only react, but operate an active customer journey management.

Intelligent software & clever self-service

Modern customers prefer to help themselves. Offer these intelligent self-services such as web forms or customer portals – integrated in BSI Contact Center. Process steps that the customer cannot handle themselves are completed by BSI Contact Center through dark processing, if possible – the agent only completes the steps that the system cannot carry out itself.

From consultation to cross-selling

Take advantage of your customers’ attention in inbound. BSI Contact Center shows not only the 360° customer view, but also appropriate products and services – individually and relevant for the customer. Next best actions and next best offers show sales potential and provide the agent with the best argument for each individual customer.

Flexible processes for rapid time to market

The market is changing; and so is your company – and hence also your processes. It is good that you can flexibly and quickly adapt these with BSI Contact Center. Work instructions are directly shown in the guided process, so training can be practically eliminated. Detailed real-time reports show how you can optimize processes and products.

You choose the model

You are starting out small and want to grow? Our cloud offer is the fastest way to benefit from the advantages and functions of BSI Contact Center. You would like to have your own solution, but have strongly fluctuating seats? Whether cloud, SaaS or on-premise, BSI Contact Center offers attractive license models, and is scalable and multi-client-capable.

Let us convince you live

I’d be pleased to present the advantages and functions of BSI Contact Center to you personally.

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Configurable all-rounder

Inhouse or external, inbound or outbound: BSI Contact Center adapts to the requirements of your customer service, is configurable and integrates all communication channels. Select your functions – here are just a few of the many highlights.


  • Guided processes
  • 360° customer view
  • Automatic customer recognition
  • Multichannel
  • Next best actions

Team leader

  • Reports on process step level
  • SLAs and escalation rules
  • Service lines
  • Classify inquiries
  • Follow up on business cases


  • Flexible process design
  • Know-how database
  • Document templates
  • Role-based authorizations
  • Multi-client-capability

Complaint management

Critical customer feedback can boost loyalty and reorder rates. That is, if complaint management is properly implemented.

Anonymous customers

 If you do not know or are not allowed to know your customers, anonymized data provides useful statistics and evaluations.

Process-oriented CRM

With guided processes in the CRM solution, work and process procedures can be structured across the company and handled quickly and transparently.