You need to address any inefficiencies by having a clear line of sight into their root causes. And you want to make cost savings by having the right staffing levels to meet your changing needs.
What if you could make sure your contact centre staff and management are properly equipped and informed, so they can interact confidently with your customers?
Our cloud-based solutions offer you faster problem resolution and valuable insight into things like customer behaviour, process issues and market opportunities. We can give you access to smart analytics and workforce management technologies, so you can deliver your services in the most efficient and cost-effective way possible. And we can tailor contact options to suit your needs, as well as automate and simplify your staff training.
A dedicated private cloud solution, allowing more customisation for large deployments.
Connected to our global MPLS network so you can scale-up your capacity when you need it, while only paying for what you use on a per agent, per month basis.
Bespoke integration available with world-class contact centre partners and CRMs. Built to handle large volumes of customer interactions through a single, easy-to-use multimedia interface.
Network your back-office experts into the front office environment so that your customers are directed to the people best suited to deal with their complex needs.
We make it easy to have your contact centre in the cloud, making your organisation more customer focused.
How your customers feel about you depends on how their experience of you matches their expectations.
Our consulting experts can review your contact centre operations to evaluate the effectiveness of your tools and technologies, your agent productivity, your key performance metrics and your internal processes. We spot gaps between your business goals and operations, help you deliver a more efficient customer experience and help you get the most from your current investments.
By working with us, you get a transformation roadmap that will make it easy for your customers to reach you, while optimising your operations to reduce costs and boost agent productivity.
Improve your operational performance and customer engagement with Optimise Contact – available in the cloud or onsite - to make better decisions, increase productivity and improve your customer experience.
A multichannel, ‘out of the box’ cloud contact centre which lets you scale the number of agents you need quickly, while only paying for what you need on a per agent, per month basis.
You only need a network connection, browser and a phone.
You can add new agents or amend call-routing rules in seconds, so you keep full service even if, for whatever reason, your staff can’t get to work.
You can integrate old and new applications and services, and get rapid, high quality information through a single, intuitive interface.
Cloud Contact doesn’t mean total change – it can overlay your existing contact centre infrastructure seamlessly, and grow as your business evolves.
Voice. Visual. Text. You can have self-service covered and integrated into your overall customer service experience.
Give your customers the power of personalised, continuous, context-aware conversations across different channels (IVR, messaging / Chatbot, mobile, web), as well as different interactions (informational and transactional).
With Auto Contact, you can have:
Which gives you harmonious integration with your overall customer experience, so your agents don’t miss a beat when your customers need transfer to live assistance.