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