- Clever integrations
- Smooth rollouts for full adoption
- Training sessions for agents
- Various deployment options
- Support and maintenance
- Access to world class engineers
- Road mapping your wider journey
- Workshops and discovery sessions
- Post COVID-19 support
We design, deliver, support and continually add value to contact centre environments in close partnership with our customers and world-leading vendors (like Mitel, Five9, Avaya and 8x8).
Providing a great customer experience requires the expertise and solutions that help you meet ever-changing customer demands. We will transition you to a business operating model that is lean and agile.
Our discovery workshops and cloud-based solutions contribute towards creating an omni-channel experience. Working across your website, email, social media, text, voice, chat, WhatsApp and review sites out the box (but we will give integration with anything a go!). Choose a solution where you can integrate your choice of new products and services as your market and budget dictates. In this fast-moving environment, don’t be constrained by your contact centre. View it as untapped opportunity to delight!
Contact Centre Solutions
Automation for Interactions
Give your contact centre agents complete digital enquiry visibility. INBOX works to automatically read, respond or route your emails, social media interactions, chat, and WhatsApp messages. It can prioritise, categorise, and create queues and tickets for fulfilment.
- Use people where it adds business value
- Non-invasive, rapid deployment (up and running in three days!)
- Consistent message handling
- Easy integration with your contact centre
Integrated Customer Data
Automate data management processes both internally and externally. FORMS makes it easy to collect, curate and update data. It integrates down to field or grouped levels and into multiple systems, meaning all your data will update in real-time (or quarantine changes for approval) within contact centre and other systems.
- Updates data in real-time
- Reduces errors and data mishaps
- Hugely increases the efficiency of your agents
- Integrates seamless with any contact centre
360 View of your Contact Centre
DASHBOARD presents you with the data you need in a way that’s easy to consume from different data sources using open APIs and integrations. It’s easy to configure and customise for a specific agent, supervisor, team, department or for views across the company.
- Contact centre data at your fingertips
- Enhance agent performance
- Identify and tackle key pain points
- Drive customer experience improvements
Motivate Agents with Gamification
Our solution REWARDS will enable you to set appropriate targets for all staff in the contact centre. It will reduce staff turnover, increase your chances of recruiting and retaining talent, encourage behaviours that meet targets and improve the customer experience.
- Host tournaments and game battles
- Collect vital agent data
- Map user performance
- Enrich the agent experience
Other ways we can Enhance your Contact Centre
Mercury Holidays Managing Thousands of Digital Interactions with INBOX
Travel company Mercury Holidays were faced with the key challenge of customer enquiries coming into different inboxes and staff working on multiple platforms. Here’s how our INBOX implementation helped them out, particularly through the COVID-19 crisis.Read case study View more case studies
Transforming Service Delivery with DD (Dental Directory)
Since DD had recently acquired several companies, they needed to streamline their telephony and contact centre infrastructure. Discover how we helped them consolidate their contact centres, adopt new ways of working and create a seamless communications experience to improve customer service.Read case study View more case studies
Trailfinders Operate a Highly Resilient Contact Centre That Spans 29 Locations
Since delivering a personalised service is part of Trailfinders business model, centralising their telecommunications locations in to one efficient and cost effective contact centre was very important to them. Here’s how we did it.Read case study View more case studies
You Might Also be Interested in...
Supercharge your agents and deliver the positive customer experiences that you always dreamt of. We’ve got plenty of options from Mitel to help you.
Deliver the services and engagement your customers expect and support flexible working requirements. Learn more about our Avaya options.
Transform your contact centre with a Five9 offering, with inbuilt Workforce Optimisation, Analytics and Reporting and AI assitance capabilities.
Rather Just Speak with Someone?
No problem! Just fill out the form below and we’ll happily book in a slot to explain more about our contact centre options. It will take just 15 minutes of your time (or longer if you want!).