Solutions for contact centres, no matter what size or type
Any sort of contact centre
No matter how you want your call centre to be. From running small single or larger multi site operations, to supporting inbound or outbound call teams. Getting the right contact centre solution is essential, if you’re to optimise your customers’ service experience and the performance of your sales teams.
Expertise to meet any contact centre deployment need
Every call centre is different. So you’ll want the freedom to have your solution installed in a way that best fits your operational needs.
From helping you with an on-premise set up or a platform hosted in your own data centre, to providing you with a pure SaaS solution. We’ve got proven contact centre experience & expertise to meet a wide range of deployment requirements.
Contact Centre Solution Features
Small, Single-Site to Multi-Site Solutions
On-Premise & Cloud Based Systems
Intelligent Call Routing
Unified Communication & Collaboration Tools
CRM & ERP Integrations
Our Contact Centre Solutions & Engineering Expertise Delivers
Platforms to meet any call centre size or complexity
Get the contact centre solution that’s right for you. From platforms to help small single site centre’s enhance their quality of customer service, to solutions that provide greater efficiencies & management control for larger, more complex set ups. We offer and support solutions to meet any call centre size. Our expertise means we can help integrate them with other systems such as CRM & ERP.
Agility to respond quicker to changing call volumes
Better manage call queues and improve your service efficiency during peak demand periods. Our solutions incorporate tools that allow you to know which callers are queuing, their position and how long they’ve been waiting. Inbuilt features such as automatic call distribution helps you to better manage queues. Intelligently prioritising and re-routing calls to staff members that are available & ready to answer them.
Detailed call routing options
Reduce the time it takes you to route calls. From ACD & IVR to skills based and email routing. Our contact centre solutions help customers to consistently reach the correct contact within your organisation first time.
Respond faster to changing business requirements. Our cloud-based solutions are highly scalable and you only pay for what you need and use. Perfect when demand for your products and services is seasonal and you need to rapidly increase call centre resources and user numbers at certain times of the year.
Enhanced call centre performance
Manage calls, queues & skills based routing and monitor performance historically or in real-time. Create quick & secure alert notifications. Tailored reports help you improve resource forecasting and service levels.
Multi channel communications
Help customers communicate with your call centre in the way they choose. From voice, emails and faxes to SMS, social media and self service options. Our solutions increase the number of media options with which customers can make contact. Helping to enhance their service experience and satisfaction with your company.
Outbound - foster successful customer relationships
The best solutions to support all modes of outbound dialling including preview, progressive, power & predictive and a wide range of campaign management tools. Our solutions also include an integrated CRM and compliance with automated dialling regulations.
Simplify workforce management, forecasting & monitoring
Automatically schedule staff to meet forecasted activity levels and efficiently organise them by skillset. Plan training, meetings, vacations & sick leave. Quickly generate reports, when you want to assess the financial impact of each schedule.
Control over telecoms expenses & activities
Analyse where your expenditure goes, the patterns and amounts. Detailed reporting capabilities allow you to gain greater control over your call centre activities and expenses. Quickly gather data from multiple sources into a single, easy to view report. Statistics include call costs, call lengths and even the efficiency of individual trunks.
The best contact centre solutions
Our primary contact centre solutions partner is Mitel, the number one business communications provider for UK & Europe. So you can be rest assured that we only use reliable and flexible solutions we trust to transform the service you deliver to your customers.