By using powerful skills-based routing you can automatically allocate every incoming interaction to the best available agent for that conversation. As a multi-channel solution the same queues can be used for all communication channels, ensuring the customer enquiry is answered as quickly as possible.
Whether being used to greet all callers or used to handle sensitive information throughout a call, our complete self-service solution allows you to free up agent time, provide service outside of normal hours and securely handle any sensitive information to provide full PCI compliance. Find out more about our self-service functionality here.
Every interaction whatever the channel can pull information from your existing systems to provide complete contact information. You can use our unified interface either with our built-in scripting system or to “screen-pop” your existing CRM details all without leaving the page.
Your agents have access to the complete communication history with your customers regardless of the channel. So if a customer tweets you on a Monday, emails you on a Tuesday and rings you on a Wednesday your agents will have full visibility of all previous correspondence improving your first time resolution.
We offer a complete suite of tools to ensure compliance with relevant consumer legislation. From internal 'Do Not Call' lists, automatic updating of national DNC lists such as the TPS, and a complete consent library tool, you can ensure your contact centre is always in compliance.
Route your incoming enquiries to the right team with our powerful unified Automatic Call Distribution (ACD), complete skills based routing and multiple allocation strategies.
Whether you make a few outbound calls per day or hundreds of thousands, we have you covered with our complete Outbound dialling solution.
Our unique multi-channel self-service tool allows you to write a single self-service script and use it instantly across all channels.
By deeply integrating into the market leading CRM systems as well as providing a complete API, you can ensure your contact centre runs at maximum productivity.
All your data is encrypted both in transit between you and our data centre as well as within our data centres. All our services are fully GDPR compliant.
Every part of our complete solution is customisable by your managers so no need to wait months for IT to make the changes.
A complete reporting suite is provided with real-time results returned in seconds not hours. Complete 360 degree real-time visibility of your contact centre.
We provide a range of support packages covering you 24x7, 365 days per year.
By utilising redundant infrastructure we ensure maximum uptime for your contact centre. We are also able to offer SLAs.