Customise your solution with these clever add-ons to create the perfect fit.

If your business runs a busy contact centre, you need a powerful solution to manage your customer interactions and satisfaction levels.

  • Does your call centre team have enough staff… or too many?
  • Are you missing out on important calls?
  • What sort of service are your customers receiving, and how does this affect future business?
  • Are all your staff performing to the same level?

Our Multimedia Contact Centre removes the unnecessary complexity, cost or technical overheads associated with many call centre solutions. It fully integrates with our cloud and hybrid cloud phone systems, enabling you to direct calls to specific team members or queues, and has been designed to integrate seamlessly with your CRM or ERP applications.

Call centre worker at desk using ContactQ Multimedia contact centre solution

Connect with your customers on their terms

By 2020, customers will manage 85% of their relationship with a business in the digital space without interacting with a human, according to Gartner. Our Multimedia Contact Centre makes it easy to manage all of your contacts—for email, chat, SMS, IM, and social media—the same way you manage your inbound and outbound voice interactions.

Multimedia contact centre Communicator call information screen

Specifically designed for businesses with between 3 to 500 agents, our Multimedia Contact Centre features a simple, web-based interface that provides:

Call Management

Take control of your call flow and queue management with ACD (Automatic Call Distribution) and Webchat, IVR (Interactive Voice Response) and Whisper Announcements. ACD Agent enables you to quickly and efficiently direct calls to the right person within your business for better customer service.

Business Analytics & Reporting

A comprehensive real-time and historic reporting package empowers you to manage your resources and meet business KPI’s thanks to over 150 granular reports. Meanwhile, live wallboards give staff an immediate snapshot of their performance and how they compare to their team members.

Self-service Applications

Interactive Voice Response (IVR) is a telephony/data technology offering customisable self-service options to customers. Create custom applications that enable customers to engage with your business without the need to speak to an advisor, routing calls or chats based on the customer’s status or priority. These customisable applications can be delivered quickly and simply, with affordable set-up costs, providing a rapid return on investment.

Call Recording

Protecting customer data is critical in any organisation.The Call Recording Plus option delivers a fully integrated PCI compliant and encrypted call recording module, where calls are recorded and can be played back for training or legal purposes.

Contact Centre Key Features

  • Increase productivity by ensuring customers are connected to the most suitable member of staff quickly, allowing a “One-Stop Resolution”
  • Maximise team productivity and automate simple tasks, leaving agents time to add real value to your customers
  • Delivers comprehensive routing and management integration into customer data records for CTI purposes
  • Live information displays for tactical decision-making
  • The IVR for Self Service module allows you to do more with less staff for a greater return on investment

A powerful, modular solution to transform your contact centre

Call us now on 0330 2000 201 or request a call back

Our Solutions

Why Cloudsource

We go the extra mile to understand our customer’s requirements, delivering the right solution for you.

We are the cloud experts with extremely knowledgeable UK-based account managers and support teams.

We are a cloud service provider and have full control of the cloud phone system end-to-end, giving our customers a single point of contact.

We truly care about our customers, always going the extra mile to ensure they have the best possible experience.