babelforce Review
What is babelforce?
babelforce is an enterprise-grade call center and integration platform used by businesses to remove the barriers in creating great phone experiences and deliver quality customer service. Crafted by a team of contact center and telecommunications veterans, highly-skilled developers, and experienced designers; babelforce enables companies and businesses to build communications solutions and integrate them with their existing business processes and systems. As a result, they will be able to automate how they manage customer interactions and optimize their business processes, without the need of worrying about the financial and technical aspects of it.
The global integration platform provides powerful features and capabilities such as the ability to set up any type of communications solution: cloud-based contact center, outbound dialing solution, SIP softphone, and call routing system. With babelforce, users can handle customer interactions across different channels which include call, web, SMS, and email. The platform also permits them to innovate their call handling and telephony processes by forming business logic and rules. It offers employee scheduling capabilities that allow companies to dynamically manage traffic and tasks based on different combinations of schedules.
In addition, babelforce provides users with the capability to monitor calls, track agent activities, and access data and metrics to evaluate how their teams are performing and whether their business goals are being achieved. Last but not least, the platform offers built-in integration features which enable users to connect their processes and tools through the aid of its Rest API.
Show MoreOverview of babelforce Benefits
Set Up AnyType Of Communications Solution
As a powerful automation platform designed to improve how companies and businesses communicate with prospects and customers, babelforce makes sure that they are able to equip themselves with the communication solutions suited to their own needs. With babelforce, they can set up any type of communication solution aimed at solving call and communications challenges and enhancing call center service.
Cloud-Based Contact Center
babelforce permits companies and businesses to create a cloud-based contact center which is scalable, flexible, and customizable. This kind of contact center utilizes a third-party software in handling inbound and outbound calls, and serves as central contact hub. As they build their cloud-based contact center, they can define call flows and integrate their own business tools such as CRM, helpdesk, and ticketing systems.
Automated Outbound Dialer
Another type of communication solution that users can build through the platform and include to their contact center is an automated outbound dialing solution. What’s very interesting about this is that babelforce can help them create an outbound dialing solution that can predict how many contacts and numbers their agents need to call, automatically connect agents to calls, and dial multiple numbers per contact. Because of this, they will be able to reach out to a large number of prospects on a daily basis.
Follow Up With Leads Using Integrated Call Data
Additionally, as agents make outbound calls, the platform ensures that they are able to follow up with leads by integrating call data with their business tools. For instance, agents can access call data within their ticketing or helpdesk system to update support tickets depending on what transpired during the calls.
SIP Softphone
babelforce can also deliver SIP or Session Initiation Protocol softphones, which are application programs which permit users to make calls on any devices that are connected to the Internet. This eliminates reliance on traditional telephone networks, allowing them to place calls even when they are not using their physical desk phones. SIP softphones make it easy for agents to make calls from anywhere as well as for supervisors and managers to manage agents and customers. Also, users don’t need to abandon their existing VoIP software solutions, desk phones, or SIP softphones because babelforce can work with them. This way, they will be able to leverage the software and hardware they previously set up to handle their communication needs.
Define And Integrate Business Logic And Processes
As previously mentioned, babelforce lets companies and businesses have a contact center that they can customize based on their business needs. Therefore, the platform allows users to set up a communication system and solution that reflects their key business processes. babelforce permits them to form logical statements about their business processes and integrate these processes with babelforce’s contact center solutions. As they create logical statements, they can define conditions and actions. They can set up call flows based on such conditions and actions, as well as indicate call attributes and information.
Skills-Based Call Routing And Intelligent Queueing
babelforce has a call routing and queueing system that permits users to intelligently utilize their resources as they handle communications with prospects and customers. With this system, calls are automatically distributed or routed based on the conditions they set up. For instance, some conditions can automatically put calls into a call queue or can remove calls from it. Meanwhile, the call routing capability of babelforce enables users to route calls based on the level of training and expertise of agents.
As a result, the platform helps users ensure that inbound calls can reach the most appropriate and qualified agents who can handle those calls. This reduces call transfers, decreases AHT (Average Handle Time), and improves customer experience. In addition, babelforce supports multilingual call routing, which means calls are routed to the right agents based on the languages used by customers.
Powerful REST API
babelforce is not only a call center solution but it is also a data integration platform, and its integration capabilities make it a truly scalable, flexible, and reliable call center solution. It comes with a powerful REST API that permits users to have their CRM, helpdesk, billing, ERP, business intelligence systems and tools be integrated with the platform. As a result, they can have a call center or contact center which is powerful enough to handle communications from multiple channels and accommodates all their business processes.
Data Integration Capabilities
With babelforce’s integration capabilities, users can configure the actions and processes that affect how their call center or contact center operates. For instance, they can change the actions or conditions that trigger when and how support tickets or cases are created and updated by configuring API requests. In addition, they will be able to receive notifications in real time without the need of sending information requests. As an example, they are immediately notified about scheduled hours, agents’ statuses, and call events. The updates and information they need are broadcasted across all their applications that are connected to babelforce.
Call Center Analytics
The call center and integration platform has the capability to generate call center analytics. Thus, it provides users with visibility of all the data and metrics they need so they can better monitor their call center or contact center operations, track the performance of their campaigns, and evaluate agents along with the calls they are handling. Through the aid of dashboards, they can access and view all monitoring data in one place. Furthermore, these dashboards can be customized and viewed in various ways, letting them concentrate on specific areas such as brands territories, teams, or queues; and drill down into the specific data and metrics from each campaign, service, or sales process.
Automated And Integrated 2 Way SMS
To sum it up, babelforce delivers a 2-way SMS service which allows users to automatically send and receive text messages. This is a flexible SMS service and they can even integrate with their business systems, tools, and processes. As a result, they will be able to send text messages from babelforce’s web app, and at the same time, SMS data are automatically sent to their ticketing system.
Show MoreOverview of babelforce Features
- Create any Communication Solutions
- Cloud-Based Contact Center
- Outbound Calls
- SIP Softphone
- Business Process Logic
- Skills-Based Call Routing
- Multilingual CallRoutng
- Intelligent Queueing System
- IVR Systems
- Call Center Scheduling
- Cloud-Based Data Integration
- REST API
- Real-Time Notifications
- Helpdesk and CRM Integrations
- Call Center Reporting and Analytics
- Automatic 2-Way SMS Service
- PremumVoIP Calls
- International Numbers
- Call Recording and PCI Compliance
babelforce Position In Our Categories
Knowing that companies have distinct business needs, it is only reasonable they abstain from getting a one-size-fits-all, ideal software. Having said that, it would be futile to discover such an app even among branded software solutions. The logical thing to undertake is to take note of the several critical factors which need careful thought such as important features, pricing, skill ability of staff, organizational size, etc. After which, you must follow through your research fully. Browse over some of these babelforce review articles and scrutinize the other software products in your shortlist in detail. Such all-encompassing product investigation guarantees you stay away from ill-fitting applications and buy the one that provides all the tools your company requires for success.
Position of babelforce in our main categories:
TOP
100
babelforce is one of the top 100 Rapid Application Development Software - RAD products
If you are considering babelforce it could also be beneficial to investigate other subcategories of Rapid Application Development Software - RAD gathered in our base of SaaS software reviews.
Since each enterprise has specific business wants, it is advisable for them to refrain from seeking a one-size-fits-all perfect software solution. Needless to say, it would be futile to try to find such an app even among market-leading software applications. The smart thing to do would be to catalog the various essential elements that require consideration such as main features, finances, skill levels of workers, company size etc. Then, you should do your groundwork thoroughly. Read some babelforce Rapid Application Development Software - RAD reviews and check out each of the other solutions in your shortlist in detail. Such comprehensive research can make certain you discard ill-fitting applications and choose the solution that presents all the features you require for business success.
How Much Does babelforce Cost?
babelforce Pricing Plans:
Free Trial
babelForYou
$29/User/Mo.
babelFlex
$49/User/Mo.
babelEnterprise
$49/User/Mo.
What are babelforce pricing details?
babelforce Pricing Plans:
Free Trial
babelForYou
$29/User/Mo.
babelFlex
$49/User/Mo.
babelEnterprise
$49/User/Mo.
babelforce offers three SMB and enterprise pricing plans for users to choose. All the plans are available on a monthly subsciption basis, and the pricing varies depending on the features you want to include. Here are the details of each plan:
babelForYou
- $29/User/Mo.
- Automate call and messaging processes across your favorite tools: your helpdesk, your CRM and your own systems … and any API.
- Create process flows for integrated CRMs
- Create process flows for integrated ticketing/case management
- Define actions on any other API
- Create automations with actions across pre-built integrations
- Use events in calls and messaging to trigger actions
- Use events in queues and IVR apps to trigger actions
- Create self-defined events to trigger actions
- Trigger SMS with info, links from any other app
- Create 2-way SMS conversation workflows for agents
- Create bulk SMS messaging flows
- Dynamic queue experience based on conditions
- IVR app and queue flow builder
- Trigger email or other message from anywhere in a babelforce interaction flow
- Skills-based routing
- Availability-based routing
- Attribute and status-based routing
- Create queues with dynamic selections of employees
- Cascade queues in any way to create overflows
- Use previous interactions and data to select employees
- Auto present employees with next call, message, task or any object in your other systems
- Automatically route contact or lead follow-up to agent
- Add connect request from website call-back or any other tool
- Generate lists of connection requests from any web tool
- Dynamically order and re-schedule calls based on data from any source
- Allow employees to schedule next call-back or contact instantly
- Create automated outbound campaigns compliant with local regulations
- Dynamic triggering to record inbound calls
- Enable compliant recording of outbound calls
- Allow opt-out of call recording (local legal requirements)
- Automated monitoring of live services and auto failure detection
- Elastic resource allocation to handle any number of calls
- Send calls from other providers via SIP to babelforce
- Phone numbers for voice and SMS in almost any country in the world
- Use your existing phone numbers: SIP forwarding, interconnection and porting are all supported
- Register and verify existing external phone numbers for use in babelforce workflows
- Add numbers and inbound carrier routes in any country
- Fax-to-email, to ticket, to task
- Connect your existing phone devices
- Use separated LAN optimized for voice
- Real-time dashboard for inbound and outbound interactions
- Reports on agent activity and performance
- Extract data into own data warehouse
- Automatically add data to objects in other tools (tickets, tasks, leads, contacts …) to use other reporting
- Metrics API and metrics widgets to embed real-time data in any web tool
- Push data to create real-time use cases in any other system
babelFlex
- $49/User/Mo.
- Access to advanced capabilities and more control of infrastructure like recordings. This account also increases resources to cater for larger teams and even more automation.
- Create process flows for integrated CRMs
- Create process flows for integrated ticketing/case management
- Define actions on any other API
- Create automations with actions across pre-built integrations
- Use events in calls and messaging to trigger actions
- Use events in queues and IVR apps to trigger actions
- Add custom data to contexts for triggering
- Create self-defined events to trigger actions
- Trigger SMS with info, links from any other app
- Create 2-way SMS conversation workflows for agents
- Create bulk SMS messaging flows
- Dynamic queue experience based on conditions
- IVR app and queue flow builder
- Retrieve data from other source for use in IVR
- Trigger action on other API from call flows
- Trigger email or other message from anywhere in a babelforce interaction flow
- Skills-based routing
- Availability-based routing
- Attribute and status-based routing
- Create queues with dynamic selections of employees
- Cascade queues in any way to create overflows
- Use previous interactions and data to select employees
- Auto present employees with next call, message, task or any object in your other systems
- Automatically route contact or lead follow-up to agent
- Add connect request from website call-back or any other tool
- Generate lists of connection requests from any web tool
- Dynamically order and re-schedule calls based on data from any source
- Allow employees to schedule next call-back or contact instantly
- Create automated outbound campaigns compliant with local regulations
- Dynamic triggering to record inbound calls
- Enable compliant recording of outbound calls
- Allow opt-out of call recording (local legal requirements)
- Stop and start recordings
- Automated monitoring of live services and auto failure detection
- Elastic resource allocation to handle any number of calls
- Send calls from other providers via SIP to babelforce
- Phone numbers for voice and SMS in almost any country in the world
- Use your existing phone numbers: SIP forwarding, interconnection and porting are all supported
- Register and verify existing external phone numbers for use in babelforce workflows
- Add numbers and inbound carrier routes in any country
- Add your own or custom carrier or carrier call plan for voice or SMS
- Fax-to-email, to ticket, to task …
- Connect your existing phone devices
- Use separated LAN optimized for voice
- Central config and management of phone devices: softphones and hardphones
- Support to optimize voice quality in your networks
- Real-time dashboard for inbound and outbound interactions
- Multiple dashboards for teams, queues and specific configurations
- Reports on agent activity and performance
- Extract data into own data warehouse
- Automatically add data to objects in other tools (tickets, tasks, leads, contacts …) to use other reporting
- Metrics API and metrics widgets to embed real-time data in any web tool
- Push data to create real-time use cases in any other system
babelEnterprise
- $49/User/Mo.
- Need to add global deployment or specific territories? Need to satisfy compliance and security requirements? Want to keep all your data out of the cloud – hybrid cloud/private? Or need to scale massively? Want to integrate into your platform?
- Create process flows for integrated CRMs
- Create process flows for integrated ticketing/case management
- Define actions on any other API
- Create automations with actions across pre-built integrations
- Use events in calls and messaging to trigger actions
- Use events in queues and IVR apps to trigger actions
- Add custom data to contexts for triggering
- Create self-defined events to trigger actions
- Trigger SMS with info, links from any other app
- Create 2-way SMS conversation workflows for agents
- Create bulk SMS messaging flows
- Dynamic queue experience based on conditions
- IVR app and queue flow builder
- Retrieve data from other source for use in IVR
- Trigger action on other API from call flows
- Trigger email or other message from anywhere in a babelforce interaction flow
- Skills-based routing
- Availability-based routing
- Attribute and status-based routing
- Create queues with dynamic selections of employees
- Cascade queues in any way to create overflows
- Use previous interactions and data to select employees
- Auto present employees with next call, message, task or any object in your other
- Automatically route contact or lead follow-up to agent
- Add connect request from website call-back or any other tool
- Generate lists of connection requests from any web tool
- Dynamically order and re-schedule calls based on data from any source
- Allow employees to schedule next call-back or contact instantly
- Create automated outbound campaigns compliant with local regulations
- Dynamic triggering to record inbound calls
- Enable compliant recording of outbound calls
- Allow opt-out of call recording (local legal requirements)
- Stop and start recordings
- Use own storage and/or keep recordings for longer periods
- Meta data and recording control for special purposes: contract closure, financial services compliance
- PCI compliant call recording
- Automated monitoring of live services and auto failure detection
- Elastic resource allocation to handle any number of calls
- Send calls from other providers via SIP to babelforce
- Multile terrritory deployment: APAC, EU/EMEA, USA, LATAM
- Dedicated availability SLAs
- Hybrid deployment (some data and services in private hosting)
- Virtual private network – segregated services
- Phone numbers for voice and SMS in almost any country in the world
- Use your existing phone numbers: SIP forwarding, interconnection and porting are all supported
- Register and verify existing external phone numbers for use in babelforce workflows
- Add numbers and inbound carrier routes in any country
- Add your own or custom carrier or carrier call plan for voice or SMS
- Fax-to-email, to ticket, to task …
- Use speech recognition together with other automation: IVR and SMS
- Connect your existing phone devices
- Use separated LAN optimized for voice
- Central config and management of phone devices: softphones and hardphones
- Support to optimize voice quality in your networks
- Use your existing PBX or ACD with SIP trunking
- Add multiple SIP channels per user (for multi-device unified communications use cases)
- Real-time dashboard for inbound and outbound interactions
- Multiple dashboards for teams, queues and specific configurations
- Reports on agent activity and performance
- Extract data into own data warehouse
- Automatically add data to objects in other tools (tickets, tasks, leads, contacts …) to use other reporting
- Metrics API and metrics widgets to embed real-time data in any web tool
- Push data to create real-time use cases in any other system
For more information about babelforce’s enterprise pricing plan or if you want to request a quote for a more flexible package/plan that suits your business and integration needs, please contact the vendor.
User Satisfaction
Positive Social Media Mentions
0
Negative Social Media Mentions
0
We realize that when you make a decision to buy a Rapid Application Development Software - RAD it’s crucial not only to learn how professionals score it in their reviews, but also to check if the real clients and businesses that purchased it are indeed happy with the service. Because of that need we’ve devised our behavior-based Customer Satisfaction Algorithm™ that aggregates customer reviews, comments and babelforce reviews across a wide range of social media sites. The information is then presented in a simple to digest form showing how many clients had positive and negative experience with babelforce. With that information at your disposal you should be equipped to make an informed business choice that you won’t regret.
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Technical details
Devices Supported
- Windows
- Linux
- Mac
- Web-based
Deployment
- Cloud Hosted
- Open API
Language Support
- English
- German
Pricing Model
- Monthly payment
- Quote-based
Customer Types
- Large Enterprises
- Medium Business
What Support Does This Vendor Offer?
- phone
- live support
- training
- tickets
What integrations are available for babelforce?
babelforce supports integration with the following popular CRM, helpdesk, and business tools:
- Zendesk
- ZOHO Desk
- Freshdesk
- ZOHO CRM
- Salesforce
- Sugar CRM
- BPM Online
- LnkedIn
- bmc
- HunSpot CRM
- Pipedrive
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