A cloud contact centre is a flexible, cloud-hosted communications platform that helps businesses manage their customer-related calls, web chat, email, social media and SMS interactions all in one unified solution.
It gives your agents the tools to meet your customers where they are, and efficiently handle their requirements via a seamless and consistent digital journey that’s scalable and responsive to your business needs, and saves you continuous technology investments and maintenance.
As a result, it empowers businesses and organisations large and small across the UK to provide an exceptional customer experience, improve agent productivity, and save costs on communications infrastructure.
Unlike in the past where most customers contacted companies largely through phone or email, today’s consumers use an ever-increasing number of engagement channels to get in touch, from chat bots and SMS to WhatsApp and social media.
And they’re also more comfortable than ever in using self-service option available on digital channels to find the fastest resolution to their needs.
That’s why you need an agile omnichannel contact centre that gives your agents the information they need by amalgamating separate, fragmented systems into a single, unified desktop view, where the history, current status and other data relating to a particular issue is easily and readily available.
Agent Portal
Your agents gain a single desktop view of your business communications, where they can easily see all customer interactions, data and handle multiple enquiries at once without cluttering their screens.
Customisable IVR service
Develop the self-service capabilities you need in your contact centre to provide an optimal customer experience with a powerful built-in IVR solution.
Queuing management
Effectively route and manage inbound interactions to the most appropriate agents according to skill and priority amongst your queue.
Advanced analytics
Gain a comprehensive overview of operations and performance with real-time reporting and statistics so you can keep track of your department’s key performance indicators.
Agent Assistance
Receive real-time guidance to help your agents resolve customer queries. Agent Assist can guide agents through challenging interactions, offering helpful suggestions in real time based on the customer’s mood.
Open API
Easy integrate with MS Teams, CRM systems, speech recognition engines and dozens of other third-party applications to help you build the most efficient solution for your contact centre.
Choose a digital contact centre solution that’s used by more than 1 000 customers across 40 different countries.
Banking and financial services | Healthcare | Hospitality | Legal | Retail | ICT and Telecoms | Energy and utilities | Logistics | Transport | Education | Betting and gaming | Service management | Engineering | Food and drink | Manufacturing | Construction and building
Find out how we can help you deliver exceptional customer experiences.
