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CONTACT CENTRE

Effortless Customer &
Agent Experiences

Help customers from anywhere at any time on any channel.

Transform customer and employees experiences through intelligent routing, conversational AI, agent assistance, and insights & analytics.

Smarter Service

Simplify business communications with a single unified tool for all interactions.

Company Collaboration

Provide agents with AI tools to enhance engagement and solve customer problems. Simplify forecasting, and scheduling, and monitor agent performance.

Empowered Agents

Measure contact centre performance with enhanced analytics to drive contact centre improvements.

Performance Insights

CALL ROUTING

Intelligent Inbound Call Routing

When a customer calls your business, our Intelligent Call Routing ensures they’re quickly connected to the agent they spoke with last time.

The agent will have all the relevant details and notes right at their fingertips, thanks to our smart Softphone, which is seamlessly integrated with your existing database or CRM. This makes every conversation more efficient and personalised, so your customers feel heard and valued.

Call Routing IT Support Camberley

CONTACT CENTRE

Connect On Any Channel

Enhance Customer Experience with Smart Routing
Ensure a seamless customer journey by maintaining a single customer ID, no matter how they switch channels—whether they move from a live agent to a bot or shift from a voice call to a digital interaction.
 

Connect Customers to the Right Resource
Guide customers to the right agent by setting up queues based on factors like language, expertise, or preferred communication channel. Streamline processes and offer smart self-service options to enhance their experience. Features like automatic call-back can help reduce waiting times and prevent customers from hanging up.

Improve Agent Experience with a Unified Tool
Simplify customer interactions by giving agents a single, easy-to-use platform to manage all conversations. Whether in the office or on the go, agents can access everything they need from any device, making their work more efficient and streamlined.

Contact Centre IT Support Camberley

EMPOWERED AGENTS

Keep Agents Happy, Engaged, and Productive

Optimise Your Team’s Schedule
Your contact centre team’s schedule should be tailored to account for factors like traffic patterns, holidays, and training. This ensures everything runs smoothly and efficiently, helping your team stay on top of customer needs without any hiccups.

Maintain High Service Quality
With tools like screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring, you can easily track performance and ensure service quality stays top-notch.
 

Track What’s Working in Real-Time

Unlock valuable insights with real-time analytics. Get a clear picture of customer sentiment, identify your brand’s biggest supporters and critics, uncover trending topics, recognise patterns, and much more – all designed to help you enhance the customer experience.

Contact Centre IT Support Camberley

COMPANY COLLABORATION

Keep Important Conversations In

One Place

Connect with product experts across the organization
Reach out to SMEs throughout the entire organisation to resolve problems more quickly using a common directory, bidirectional presence synchronisation, and phone transfer/conferencing.
 
Engage hybrid and remote agents
With IT Support Camberley video meetings, you can individually or in groups coach and teach both local and distant personnel.
 
Keep key stakeholders informed
Configure automated alerts and notifications to be sent to specific  messaging channels.

Contact Centre IT Support Camberley

The Business Value of Our Contact Centre

48%

Increase in customer satisfaction

53%

Increase in employee satisfaction

25%

Increase in average revenue per agent

46%

Increase in revenue growth rate

43%

Increase in first contact resolution

30%

Decrease in cost to serve

Tailor Every Experience

Integrate popular CRMs to personalize service for customers. Automatically surface purchase history, past interactions, ticket status, and more. Get the full picture and connect to any proprietary CRM or other back-end systems.

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