Route the right interaction to the right user every time

First impressions are important, and that’s why QContact works to ensure your contact centre can answer all your customer enquiries as quickly and as efficiently as possible through our complete inbound handling package.

Agents with headsets

Complete Automatic Call Distribution

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.

Complete Self-Service

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.

Complete Integration

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.

Complete History

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 – every time your agents will have full visibility of all previous correspondence improving your first time resolution.

Complete Compliance

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.

Explore the complete feature set

Inbound Enquiry Handling

Route your incoming enquiries to the right team with our powerful unified Automatic Call Distribution (ACD) complete skills based routing and multiple allocation strategies.

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Outbound Dialling

Whether you make a few outbound calls per day or hundreds of thousands, we have you covered with our complete Outbound dialling solution.

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Self-Service Options

Our unique multi-channel self-service tool allows you to write a single self-service script and use it instantly across all channels.

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CRM Integration

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.

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Data Security

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.

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Ease of Management

Every part of our complete solution is customisable by your managers – no need for wait months for IT to make the changes.

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Reporting Suite

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.

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Support & Documentation

We provide a range of support packages covering you 24x7 365 days per year.

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System Reliability

By utilising redundant infrastructure we ensure maximum uptime for your contact centre. We are also able to offer SLAs.

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Get in touch or ask for a free demo today