List of SoftBCom Contact Center Customers
Berlin, 10117,
Germany
Since 2010, our global team of researchers has been studying SoftBCom Contact Center customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased SoftBCom Contact Center for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using SoftBCom Contact Center for Call Center include: Schmitz Cargobull, a Germany based Transportation organisation with 6500 employees and revenues of $2.73 billion, Globus Fachmarkte, a Germany based Retail organisation with 9000 employees and revenues of $2.00 billion, KUS Group, a Germany based Professional Services organisation with 50 employees and revenues of $10.0 million and many others.
Contact us if you need a completed and verified list of companies using SoftBCom Contact Center, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The SoftBCom Contact Center customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Globus Fachmarkte | Retail | 9000 | $2.0B | Germany | SoftBCom | SoftBCom Contact Center | Call Center | 2022 | n/a |
In 2022 Globus Fachmarkte deployed SoftBCom Contact Center alongside an on premises SoftBCom Service Desk to centralize CRM and customer service operations for its retail online channels, the implementation is categorized as Call Center. The engagement focused on consolidating email intake and standardizing service workflows for customer support across the retailer's e commerce storefronts.
The implementation delivered standardized ticketing, automated categorization and out of the box reporting as core functional modules, and the Service Desk was configured within six weeks. Automated categorization was used to route and prioritize incoming work, while out of the box reporting established a consistent operational view for support managers.
The SoftBCom Service Desk was integrated with the SoftBCom Contact Center to unify incident capture from email with contact center events, supporting more consistent case handling for over 1,000 daily customer emails originating from four online shops. Operational scope targeted customer service teams responsible for order inquiries and post sale support within Globus Fachmarkte retail operations in Germany.
Governance changes included standardized ticket lifecycles and SLA control mechanisms to improve tracking and escalation, and the rollout emphasized workflow standardization and reporting driven oversight. Outcomes explicitly reported by the vendor include improved tracking and stronger SLA control as a result of the SoftBCom Service Desk and SoftBCom Contact Center implementation.
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KUS Group | Professional Services | 50 | $10M | Germany | SoftBCom | SoftBCom Contact Center | Call Center | 2020 | n/a |
In 2020, KUS Group implemented SoftBCom Contact Center together with SoftBCom Service Desk in a private cloud deployment. The engagement positioned SoftBCom Contact Center in the Call Center category to support multi project BPO operations and centralized agent workflows for the German business.
The implementation deployed both SoftBCom Contact Center and SoftBCom Service Desk modules, creating a unified agent GUI that combined omnichannel interaction handling with ticket management. Configuration emphasized an integrated agent desktop, consolidated ticketing workflows, and quality monitoring capabilities to standardize BPO project operations across teams.
Architecturally the solution was provisioned in a private cloud and integrated contact center telephony and omnichannel routing with Service Desk ticketing, enabling ticket creation and case escalation directly from the agent interface. Operational coverage focused on BPO customer service functions and agent workstreams in Germany, with scalability designed to respond to increased demand during the pandemic.
Governance changes centered on unified agent workflows and ticketing process alignment between contact center and service desk teams, supporting centralized quality monitoring and coordinated project operations. Documented outcomes from the case study included higher agent productivity, enhanced quality monitoring, and expanded service capacity following the rollout of SoftBCom Contact Center and Service Desk.
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Schmitz Cargobull | Transportation | 6500 | $2.7B | Germany | SoftBCom | SoftBCom Contact Center | Call Center | 2021 | n/a |
In 2021, Schmitz Cargobull is listed as a SoftBCom customer and is likely using SoftBCom Contact Center, a Call Center application, to support customer service and after-sales communications in Germany. The vendor listing frames this as a CRM and customer-service use case in the manufacturing and transport sector rather than a published case study, and the implementation signal is derived directly from the SoftBCom customer list. This places SoftBCom Contact Center at the center of contact handling for customer-facing operations at Schmitz Cargobull.
Module usage is inferred to include core Contact Center capabilities and possibly Service Desk functionality. Functional capabilities consistent with the Call Center category and likely in scope include inbound call routing and queue management, agent desktop interfaces for case handling, multichannel contact handling and ticket workflow orchestration for after-sales service. The narrative treats SoftBCom Contact Center as the primary application for agent-facing call handling and service desk case management.
Operational coverage is concentrated on customer service and after-sales departments in Germany, aligning contact management and post-sale support processes across those teams. Governance and rollout are expected to emphasize contact center operations, agent workflow standards and service desk escalation policies to operationalize customer-service and after-sales communications. The SoftBCom vendor listing is the substantive signal supporting this implementation narrative.
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