July 14, 2023
Most companies have an informal contact centre and just don’t realise it.
If you have 5 employees or more, who regularly take or make calls, or, to be totally correct, “interact” with your customers, then you have an informal contact centre.
Today, more than ever, businesses have to react to their customers quickly and efficiently to maintain their “brand” position and retain client loyalty. Organisations across a broad range of industries are now putting customer contact at the top of their priority list.
The flexibility of our cloud-based contact centre enables companies to assemble a diverse team of agents, working from anywhere in the world at anytime.
Integrating cloud contact centre software, business phone systems, web chat, social media management and CRM creates a powerful engine that drives sales and customer satisfaction.
If you have 5 employees or more, who regularly take or make calls, or, to be totally correct, “interact” with your customers, then you have an informal contact centre.
Today, more than ever, businesses have to react to their customers quickly and efficiently to maintain their “brand” position and retain client loyalty. Organisations across a broad range of industries are now putting customer contact at the top of their priority list.
The flexibility of our cloud-based contact centre enables companies to assemble a diverse team of agents, working from anywhere in the world at anytime.
Integrating cloud contact centre software, business phone systems, web chat, social media management and CRM creates a powerful engine that drives sales and customer satisfaction.
Some of our Key Call Centre Features
Multi Channel
Telephony, email or web chat channels can all be managed within one application, ensuring customers/prospective clients get a timely and efficient response whichever method they use to interact with your organisation.
Skills Based Routing
Skills-based routing matches callers with the call centre agents who can best meet their needs, improving efficiency and customer experience.
Direct Agent Routing
Build stronger relationships between customers and agents with Direct Agent Routing. Agents can provide a direct phone number to a customer, allowing them to close sales and resolve support tickets more quickly, with higher success rates. The feature can also be used to automatically connect callers with the agent they last spoke to, boosting customer satisfaction and accelerating ticket close rates.
Virtual Queue
Eliminate long hold times, Virtual Queuing lets your callers leave a message and a contact number to request a callback when an agent becomes available.
Proactive Web Chat
Selectively extend chat to your web visitors, ensuring prospective clients driven to your web site have access to all the information they are seeking, improving the customer experience and reducing web site bounce rates.
Desktop Sharing
Give agents a powerful support tool by allowing them to remotely control customer desktops with desktop sharing. This is particularly useful for e-commerce web sites where users may need assistance completing tasks/transactions.
CTI & CRM Integrations
CTI (computer-telephony integration) “pops” the caller’s information to the agent’s screen as the call comes in so the agent can provide more efficient, personalised service and fast resolution.
Integrate with leading CRM solutions, including Netsuite, Salesforce, Zendesk, Microsoft Dynamics, Zoho and much more.
IVR (Interactive Voice Response)
Automate interactions with your clients, allowing them to interact with your telecoms system via a telephone keypad or by speech recognition, getting access to the information they require quickly and efficiently.
Call Recording
Call recording is an essential tool for call centres and may be used for a variety of reasons:
You can record only those calls that make sense for the business. For example, record a percentage of agent calls for quality assurance training or 100% of sales calls to keep a record of customers agreeing to a sale.
Recordings are indexed with calls for easy retrieval and playback from any authorised supervisor position. Individual recordings can be played back or saved to disk.
Analytics
Provides highly visual and intuitive dashboards, giving you instant understanding of your call centres performance with powerful tools that provide details on what is going well and where you need to focus resources to improve.
Your new contact centre could be up and running within days, providing agents with access to the tools they need, enabling them to deliver consistent, positive customer interactions and helping to successfully achieve first call resolution.
In addition, a cloud contact centre solution helps ensure business continuity, as agents can work anywhere with an internet connection, with no physical tie to any location. Agents can simply login to the portal from home and carry on taking your business critical calls with no downtime to the business. System administrators also have the ability to manage the whole contact centre configuration in the same way, easily from any location.
Telephony, email or web chat channels can all be managed within one application, ensuring customers/prospective clients get a timely and efficient response whichever method they use to interact with your organisation.
Skills Based Routing
Skills-based routing matches callers with the call centre agents who can best meet their needs, improving efficiency and customer experience.
Direct Agent Routing
Build stronger relationships between customers and agents with Direct Agent Routing. Agents can provide a direct phone number to a customer, allowing them to close sales and resolve support tickets more quickly, with higher success rates. The feature can also be used to automatically connect callers with the agent they last spoke to, boosting customer satisfaction and accelerating ticket close rates.
Virtual Queue
Eliminate long hold times, Virtual Queuing lets your callers leave a message and a contact number to request a callback when an agent becomes available.
Proactive Web Chat
Selectively extend chat to your web visitors, ensuring prospective clients driven to your web site have access to all the information they are seeking, improving the customer experience and reducing web site bounce rates.
Desktop Sharing
Give agents a powerful support tool by allowing them to remotely control customer desktops with desktop sharing. This is particularly useful for e-commerce web sites where users may need assistance completing tasks/transactions.
CTI & CRM Integrations
CTI (computer-telephony integration) “pops” the caller’s information to the agent’s screen as the call comes in so the agent can provide more efficient, personalised service and fast resolution.
Integrate with leading CRM solutions, including Netsuite, Salesforce, Zendesk, Microsoft Dynamics, Zoho and much more.
IVR (Interactive Voice Response)
Automate interactions with your clients, allowing them to interact with your telecoms system via a telephone keypad or by speech recognition, getting access to the information they require quickly and efficiently.
Call Recording
Call recording is an essential tool for call centres and may be used for a variety of reasons:
- Improve customer service quality by evaluating agent/customer interactions.
- Train new contact centre agents
- Save recordings for compliance or as a record of a phone transaction.
You can record only those calls that make sense for the business. For example, record a percentage of agent calls for quality assurance training or 100% of sales calls to keep a record of customers agreeing to a sale.
Recordings are indexed with calls for easy retrieval and playback from any authorised supervisor position. Individual recordings can be played back or saved to disk.
Analytics
Provides highly visual and intuitive dashboards, giving you instant understanding of your call centres performance with powerful tools that provide details on what is going well and where you need to focus resources to improve.
- Big Picture
- Queue
- Agent Comparison
- Agent Group
Your new contact centre could be up and running within days, providing agents with access to the tools they need, enabling them to deliver consistent, positive customer interactions and helping to successfully achieve first call resolution.
In addition, a cloud contact centre solution helps ensure business continuity, as agents can work anywhere with an internet connection, with no physical tie to any location. Agents can simply login to the portal from home and carry on taking your business critical calls with no downtime to the business. System administrators also have the ability to manage the whole contact centre configuration in the same way, easily from any location.