Create exceptional customer experiences through a single point of service
Good service just isn’t good enough anymore. We know that you need to stay ahead of customer demands and offer the best possible service experience from any customer contact. A cloud contact centre plays a critical part in achieving that, as well as staying ahead of competition with rapid response times to keep up with customer expectations.
Our contact centre solution allows organisations to confidently handle customer conversations through one single view and intelligently handles queries across agents and channels. Its advanced reporting and analytics helps businesses better manage their agents resulting in quick and efficient response times. And, as it’s fully cloud-based, agents are able to work from any location, supporting today’s hybrid workforce and improving shift management.
Complements any cloud phone solution making it easier to onboard into your existing ecosystem.
Users and features can easily be added as your teams’ skill sets adapt and grow over time.
Resolve queries fast by prioritising call queues and automatically routing customers to the appropriately skilled agents.
Maintain the upmost security of your information as we’re ISO/IEC certified, GDPR compliant and Cyber Essentials certified.
Work the way your customers and business needs, with no restrictions or limitations, that suits businesses of all sizes. Define how each customer experiences the best service at every moment all while making your teams super productive.
Provide agents with a single unified view of all customer interactions across channels.
Flexible and scalable
Users and features can easily be added to scale anytime to meet your changing demand.
Real-time monitoring and reporting
Immediately see what’s happening with calls and queues and make changes in real-time to build high-performing workforces.
Bring instant order to your complex customer queries with our advanced ticketing solution. Allow our Ticketing feature to convert your email, SMS and social media requests into support tickets and assigns them a unique ticket number that can help monitoring and tracking query history. These can then be filtered, categorised and distributed to the right agent or handled through automations.
Your customers want to communicate with you across a number of platforms, devices and apps and expect to be treated the same whether they DM you on Twitter or call in. Create a single point of contact for all your customer interactions and consolidate it all into a single layer dashboard for the best customer experience and have the choice of merging your voice, email, web chat, social and SMS.
Widest range of integrations
Our open software can integrate with CRM systems, speech recognition engines and dozens of other third-party applications to help you build an efficient, feature-rich solution for your contact centre.
Integrate seamlessly with Salesforce, Microsoft Dynamics, Zendesk and many more and maximise your business capabilities. Instantly retrieve customer information to kick off your conversation with a personalised response and then automatically log query information directly back into their record to store an entire record history.
Make it easy to collaborate with others across the business to resolve customer queries faster, first time. With built-in functionality it allows you to make calls and send messages without leaving your contact centre, as well as easily check colleague presence, current status and calendar information.
Take payments over the phone with specialist software to boost your customer trust and loyalty. Give your agents the confidence to deal with sensitive information knowing they’ll not risk exposure.
Dealing with all customer interactions from one place can be life changing for your agents. Our agent app allows agents to easily switch between voice, email, web chat and social requests and handle multiple queries at once without having to toggle between systems. Agents are able to customise their own app with quick access buttons and widgets to help them to help their customers quicker and offer a better quality of service that your customers will love.
Managers and supervisors can monitor traffic, track key performance indicators including requests answered, wait times and survey scores, and make critical service changes on demand.
Cloud contact centres are hosted and operated in the cloud. They are a modern alternative to traditional on-premises contact centres, where all hardware, software and infrastructure is stored and used onsite. Cloud contact centres are typically more agile, scalable and cost effective than on-premises contact centres, which require costly in-house support and maintenance. Many Contact Centre as a Service (CCaaS) providers offer complete cloud contact centre solutions on a pay-per-seat model. Cloud contact centres are particularly popular among companies that wish to offer flexible work from home arrangements for their agents.
Omnichannel contact centre can provide seamless customer service and support across multiple channels. While customers may choose to make an initial enquiry via email, they may then continue with that enquiry on social media or on the phone. Most omnichannel contact centres offer service across voice, email, web chat, social and SMS.
Yes, our cloud contact solution can easily work alongside many different cloud telephony allowing for some staff to continue to make and receive calls as usual without requiring a contact centre license.
No, you can choose which agents will be handling customer interactions and through which channels and then decide how many of these users will be available at one time. You’re able to choose from various license options to suit your budget and allow you to adapt overtime.
Exceptional service and experience with a contact centre solution
Our contact centre solution is loaded with useful features offering the best possible customer experience to your call centre by supporting all your communication channels.Download brochure