CONTACT CENTRE SOLUTIONS
If your organisation is still using a fixed, on-premise call centre, it may be time to consider upgrading to a cloud-based solution that unifies all of your inbound and outbound communications, including voice, video, live chat, email and social media, into a single application that staff can access in the office, at home, or anywhere with an Internet connection.
Cloud contact centres utilise advanced features such as skill and department based auto-forwarding, to not only improve your customer experience, but also boost staff productivity and allow you to transform your workplace into a modern, hybrid working environment.
What is a Cloud Contact Centre?
A Cloud Contact Centre is an application or software, based on the Internet, that handles all inbound and outbound customer communications through any channel. Whether it’s a phone call, email, contact form submission, SMS or live chat, everything is unified in a single interface.
Benefits of a Cloud Contact Centre:
- Omnichannel experience for calls, emails, chat and more
- Direct call routing
- Shorten response times for customer queries
- Online insights and reports for performance
- Department and skill-based auto-forwarding
- Reduce IT, integration and support costs for your call centre:
Why Implement a Cloud Contact Centre?
Multiple Communication Channels
Respond to customer queries via call, email, live chat and social, all within a single platform.
Skill-Based Call Routing
Automatically forward calls to other departments or members of the team based on skills and knowledge. Increase response time and allow your team to work to their strengths.
Access from Anywhere
Provide staff a solution that can be accessed from home or anywhere, allow your call centre agents to enjoy a truly hybrid working experience.
Management and Insight Tools
Boost productivity and make effective management decisions based on real-time data and analytics.
Get Started Today
We work with a number of Cloud Contact Centre suppliers to create solutions for contact centres of all sizes. Save costs by integrating only the technology and software you need, with seamless scalability for growing organisations.
Work to your contact centre agents’ individual knowledge and expertise with automated, skill-based forwarding for inbound calls, chats, emails and more.