Giving you full control
Enhance your organisation’s performance and your brand personality
Onsite Contact helps you make the most of your inbound and outbound communications, while cutting costs, improving efficiency and maximising customer value.
Reduce the cost of customer interactions
Faster, more decisive responses to customer contact save you time and money. Identify and correct operational inefficiencies through contact analytics. Save on resource costs by enabling the same number of agents to deal effectively with more interactions.
’Network your experts’ for added value
Connect your customer directly to the expert best equipped to answer their question, regardless of location. Your networked experts can improve first contact resolution rates and have the insight and knowledge to suggest further benefits.
Engage with customers more proactively
Access instantly available historic and real-time contextual information to connect with your customers. Your agents can be aware of past transactions and dialogue so your customer doesn’t have to start from scratch! You can engage with them more effectively by understanding what has gone on before. Incorporate social media monitoring and response into contact centre operations to be even more informed.
Improve customer satisfaction and brand awareness
Offer better first-contact resolution. Minimise call transfers. Guarantee your response time, whatever the communication method. Develop your brand personality through highly professional, efficient and rewarding interactions.
Increase workforce productivity
Instant access to the most relevant, up-to-date customer information using one interface allows staff to deal with more enquiries, more efficiently. Improved collaboration between your back-office and customer service teams means more productivity and profitability.
Develop and retain excellent employees
Monitor and manage the quality of agents’ performance as they interact, and pinpoint training areas for improvement. Putting a single, integrated, world-class system into the hands of your best people helps increase job satisfaction, and even offers the flexibility of remote working.
Better allocation of resources
See where the ‘peaks and troughs’ of customer enquiry numbers typically occur, and put in place the right number of agents for maximum efficiency.
Evolve your organisation
By enhancing your customer contact experience, and increasing the efficiency of your operations through world-class technology, you take key internal and external steps to becoming more competitive in your market.
Retain full control of your contact centre and strategy
With full ownership, you can direct your contact centre operations as you wish, in response to your strategy or market demands.
Bespoke to your customer service model
We can customise the infrastructure to reflect the operations and service expectations of your customers, administrators, supervisors and agents, giving you your contact centre, your way.
Security and compliance
You get the ability to pre-complete security checks and basic questions, and you are better able to satisfy the demands of increasingly stringent regulation.
We decided to upgrade to Avaya Aura Contact Center 6.
This would provide full multimedia capability. Alongside voice communications it would equip us to deal with email enquiries, instant messages, text messages, and real time online web chat .”
- Martin Crouch, ICT Operations Manager, AmicusHorizon