Modern contact centres rely on sophisticated technology to operate at their full potential. Using the right mix of technology to support live agents improves productivity, enhances the customer service experience, provides opportunities to coach and retain talented staff, and ultimately boosts customer loyalty and revenue. There are many types of technology available to businesses looking
Contact Centre Solutions
First impressions matter. Regardless of the size of your business, contact centres are at the heart of customer service. A successful contact centre has the potential to create the ideal customer experience, resulting in better customer retention and an improved business reputation.
The modern customer expects a seamless experience throughout the browsing, purchasing and post-purchase support journey. Innovative contact centre solutions drive conversations across multiple channels, giving customers the freedom to contact businesses when and how they choose.
Multi-channel interactions provide for fast and personalised customer service and a more streamlined process towards solutions. Customers can access support via phone, email, chat, web and video mediums, choosing their own preferred platform and accessing this at any time of the day. With multiple ways to connect and enhance the real time customer experience, omni-channel contact centre solutions give your business a competitive edge.
Technology Enhancing the Customer Experience
Offer a single point of contact for your businesses with a high functioning contact centre that provides a connected and contextual customer journey.
Unify all support channels in the one place, with methods for storing customer data and providing context across the business. Customer experiences are personalised, with fast and effective solutions provided to any issue. Support is available at any time of the day or night, and customers feel confident in receiving the assistance they require. Complex issues can be transferred to the correct customer service knowledge holder without any inconvenience or delay to the customer.
Contact centre agents work with greater efficiency and experience better job satisfaction with the help of smarter tools and artificial intelligence. Streamline common processes and identify exceptional performance with the help of detailed analytics.
Contact centre solutions allow you to track and store data on common customer issues and experiences to gain insights into your business. Create comprehensive knowledge bases for building smarter self-help platforms and automate internal workflows for consistent approaches throughout the business.
With a contact centre solution, you are in the driving seat, choosing from multiple levels of support and functionality to build the ultimate experience for your customers. Integrated, fast, and with a personal touch. It’s a better customer experience.
The customer experience starts here.
Conversational Artificial Intelligence
Powerful conversational AI solutions, providing a seamless customer experience for your contact centre and or service desk.
Upgrade the conversation and drive the digital experience with universal co-browsing solutions in your contact centre.
Click to download our Cloud Contact Centre and Customer Experience Whitepapers
Cloud Contact Centre and the Customer Experience
The past year has highlighted—more than ever before—the importance for businesses to be agile and flexible in their approach to remote work. Interruptions to normal operations can be extremely costly within any industry, and it is vital that companies consider how to maintain business continuity during tumultuous times. In 2020, nearly a third of the
The adoption of cloud-computing business models is increasing rapidly—the events of 2020 have accelerated its adoption. In fact, according to global data broker McKinsey, cloud-specific spending expected to grow at more than six times the rate of general IT spending through 2020. Increasingly, businesses are coming to realise that they must scale, pivot and become