Soffront provides best-in-class on-demand call center technology, as well as virtual call center services through a network of over 20,000 independent home agents, to hundreds of companies in both direct response and enterprise markets. In the direct response market, Soffront has gained the undisputed reputation as the best performing virtual call center, with 30% more revenue per campaign than traditional outsourcers. For the enterprise market, Soffront helps companies transform their traditional call center into a more flexible, highly scalable, and cost-effective virtual call center model.

With strong roots in both entrepreneurship and engineering Soffront offers a unique blend of a vibrant online agent community and a technology platform. With this unique mix, Soffront is a very comprehensive and flexible call center solution.

Soffront has created the largest marketplace for call center workers, uniting independent agents with companies all over the world. Soffront enables independent agents to work on their terms in any location, and at any time. Independent agents have expressed their satisfaction of working from home on a schedule they chose, while eliminating their daily commute and saving money on rising gas prices.

In just five years Soffront became the undisputed market leader for outsource call centers in the Direct Response market. In the past three years the company has aggressively expanded into the enterprise market with a marquee list of customers in insurance, financial services and retail industries.

Soffront Key Strengths

• The Soffront solution provides access to a pool of over 20,000 highly qualified agents throughout North America, versus agents located within commuting distance of a brick and mortar call center.
• With Soffront, customers can rapidly scale up call center infrastructure when they need it and reduce it when they don’t and have the flexibility to respond quickly to business changes.
• The Soffront call center solution lets customers deploy a complete end-to-end call center platform in weeks versus months and pay for agents and technology only when they use them.
• Companies leveraging the Soffront virtual agent model and high agent loyalty are lowering their agent attrition rates by up to 90%.
• LiveOp’s on-demand technology and independent home agent solutions, can be purchased together or independently giving organizations greater flexibility, quality, and scalability than traditional, on-premise call center technology.
• Soffront has some of the best technology experts in the world – many of whom are the early innovators of the most successful companies in Silicon Valley. Always looking for ways to improve call center technology, Soffront continues to develop groundbreaking, gold standard solutions that enable thousands of individuals to work together on a flexible, highly scaleable, on-demand platform.
• The Soffront management team includes forward-thinking executives from industry-leading software as a service (SaaS), Contact Center, Business Intelligence, and customer relationship management (CRM) companies such as eBay, Business Objects, Netscape, Salesforce.com, Siebel, and Tellme.
• As a registered Responsible Organization (RespOrg), Soffront manages tens of thousands of toll-free and local numbers on behalf of its clients and its virtual call center platform handles over 15 million calls per month.

Soffront Technology

The Soffront on-demand call center platform and applications was designed from the ground up to support every step in the virtual call center life cycle. As a result, call centers can rapidly scale technology and agent capacity when call volumes peak, and safely decrease capacity during off-peak hours. With the on-demand, pay-per-minute model, customers never have to pay for idle infrastructure.

Soffront Call Center Highlights

Soffront Virtual Call Center Suite
Improved Flexibility

• All features and functions delivered through the Soffront platform can easily be revised to respond to the rapidly changing needs of the customer’s business. Using a comprehensive set of open APIs, companies can integrate with and leverage existing technology assets – and achieve exceptional return on investment with minimal risk.

Increased Scalability

• The Soffront On-Demand platform is built using the highly distributed Internet Protocol (IP) architecture, with redundant systems designed for high availability and scalability. Techniques such as grid computing, reliable asynchronous messaging, and distributed caching provide the foundational elements of the solution.

Enhanced Security

• With comprehensive roles and permission management throughout the solution, the Soffront On-Demand platform has been designed to support the robust security requirements of enterprise customers. Soffront’ Secure Exchange solution enables the capture, encryption, and storage of secure information in a locked vault.

Supporting the Entire Call Center Lifecycle

• The Soffront On-Demand Call Center Platform supports the entire call center lifecycle.
• VoIP/telephony management.
• Security and operations.
• A secure architecture with payment card industry level 1 compliance.
• Hardware and software redundancy across processes, servers, data centers, and geographies with automatic recycling and load-balancing.
• Comprehensive failover with geographically redundant data centers managed via a 24x7 network operations center.
• An open architecture with Web services-based APIs to integrate with existing application and infrastructure investments.
• Integration with leading CRM and workforce management systems.
• Call routing APIs to integrate with leading premise-based call routing solutions.

Soffront Call Center Modules

• Interactive Voice Response (IVR)
• Inbound Call Routing
• Outbound Dialer
• Agent Management
• Workforce Management
• Quality Monitoring
• Reporting and Analytics