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Transform customer and employees experiences through intelligent routing, conversational AI, agent assistance, and insights & analytics.
Smarter Service
Simplify business communications with a single unified tool for all interactions.
Company Collaboration
Provide agents with AI tools to enhance engagement and solve customer problems. Simplify forecasting, and scheduling, and monitor agent performance.
Empowered Agents
Measure contact centre performance with enhanced analytics to drive contact centre improvements.
Performance Insights
Intelligent Inbound Call Routing
When a customer calls your business, our Intelligent Call Routing can automatically prioritise connecting them to the agent they spoke with previously.
When the agent answers, they’ll have all the relevant notes and customer details right at their fingertips, as the smart Softphone is seamlessly linked to your existing database or CRM.
CONTACT CENTRE
Connect On Any Channel
Enhance Customer Experience with Smart Routing
Ensure a seamless customer journey by maintaining a single customer ID, no matter how they switch channels—whether they move from a live agent to a bot or shift from a voice call to a digital interaction.
Connect Customers to the Right Resource
Direct customers to the most suitable agent by creating queues based on language, expertise, or even the communication channel. Automate processes and provide smart self-service options to make their experience smoother. With features like automatic call back, you can reduce call abandonment rates.
Improve Agent Experience with a Unified Tool
Simplify customer interactions by giving agents a single, easy-to-use platform to manage all conversations. Whether in the office or on the go, agents can access everything they need from any device, making their work more efficient and streamlined.
EMPOWERED AGENTS
Keep Agents Happy, Engaged, and Productive
Optimise Your Team’s Schedule
Your contact centre team’s schedule should be managed around traffic patterns, holidays, and training to ensure everything runs smoothly and efficiently.
Maintain High Service Quality
With tools like screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring, you can easily track performance and ensure service quality stays top-notch.
Track What’s Working in Real-Time
Gain valuable insights with real-time analytics. Understand customer sentiment, identify brand advocates and detractors, discover trending topics, spot patterns, and more – all to improve the customer experience.
COMPANY COLLABORATION
Keep Important Conversations In
One Place
Connect with product experts across the organization
Reach out to SMEs throughout the entire organisation to resolve problems more quickly using a common directory, bidirectional presence synchronisation, and phone transfer/conferencing.
Engage hybrid and remote agents
With IT Support Bracknell video meetings, you can individually or in groups coach and teach both local and distant personnel.
Keep key stakeholders informed
Configure automated alerts and notifications to be sent to specific messaging channels.
The Business Value of Our Contact Centre
48%
Increase in customer satisfaction
53%
Increase in employee satisfaction
25%
Increase in average revenue per agent
46%
Increase in revenue growth rate
43%
Increase in first contact resolution
30%
Decrease in cost to serve
Tailor Every Experience
Integrate popular CRMs to personalize service for customers. Automatically surface purchase history, past interactions, ticket status, and more. Get the full picture and connect to any proprietary CRM or other back-end systems.