Intelligent Contact Centres

Our intelligent Contact Centre Solutions have a wide range of feature rich applications that can be included within your centre, these include a range of management and reporting applications that give you dynamic telephone system control in real-time.

These applications give you a more interactive Contact Centre with features and tools to be able to dynamically control the availability of individual agents and queues, schedule queues to open or close automatically based on business hours, divert callers to alternate answering points and much more.

Our Interactive Visual Queue (IVR) is an add-on application to our Contact Centres solutions, which provides contact recognition and prioritisation. This gives knowledge of which callers are waiting in queue, how long they have been waiting, and their answer position relative to other callers, allowing you to dynamically prioritise contacts so you can respond to changing contact volumes immediately. This gives you many benefits such as guaranteeing priority calls and answered first, improve caller experience by minimising waiting times, responding to and controlling situations involving individual agents and much more.

Our Contact Centre Solutions offer features where you can monitor and control your calling spend. Our Call Accounting is a comprehensive call costing solution that is available as either a single site or multi-site solution, and can optionally be integrated with a range of our partner platforms, such as Avaya, Cisco or Mitel.

Robust and reliable, it enables you to monitor and control telecommunication costs and give you a true picture of how much money is being spent and who is spending it. Giving you the tools monitor usage and establish call patterns for departments and work groups letting you control, report and track your telecommunication costs. It also lets you know which employees are making excessive amounts of calls to restricted numbers or calling friends or long distant calls.

There are two types of module for this, which gives the Services enabling you to charge back departments, employees and customers using markup or discount pricing and Traffic Analysis helping you to determine if you are using incoming, outgoing and bi-directional trucks efficiently.

Our Call Accounting gives many benefits to your Contact Centre, allowing you to see the 'Bigger Picture', managing call flow and schedule staff for the most appropriate times. Giving detailed information about your employees such as who they are speaking too, who they have been talking too and their current availability, also helping resolve any misuse of the telephone system. This solution helps you to produce more flexible call rates tailored to your business.

Our Contact Centre Solutions gives you the ability to schedule your workforce, intelligent forecasting and monitoring, so that your workforce are adhering to set working schedules and practices. This gives you the ability to assign agents by their skill set's (also storing employees skill's, hire dates, payroll's, profiles and lots more).