Transform customer and employees experiences through intelligent routing, conversational AI, agent assistance, and insights & analytics.
Smarter Service
Simplify your business communications with a single, easy-to-use tool that handles all your interactions in one place—saving you time and hassle.
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 ensures they’re instantly connected to the same agent they spoke to previously, creating a seamless experience.
Thanks to our advanced Softphone system, fully integrated with your existing CRM or database, your agent has immediate access to all relevant customer details and notes. This allows for smooth, personalised conversations, making your customers feel truly heard, understood, and valued.
CONTACT CENTRE
Connect On Any Channel
Enhance Customer Experience with Seamless Communication
Provide your customers with a smooth, uninterrupted experience by using a single customer ID across all communication channels. Whether they’re speaking with a live agent, chatting with a bot, or transitioning from a phone call to digital chat, their journey remains seamless. This ensures a consistent and convenient experience every step of the way.
Connect Customers to the Right Support
Simplify the process for your customers by connecting them with the right agent based on factors like language, expertise, or preferred contact method. Enhance their experience with intuitive self-service options that empower them. Features such as automatic call-backs reduce wait times, minimise frustration, and encourage customers to stay engaged. This creates a smoother, more efficient service, making your customers feel valued and truly heard.
Boost Agent Efficiency with a Unified Tool
Make customer interactions easier by providing your agents with a user-friendly platform that brings all conversations together in one place. Whether they're in the office or on the move, your team can access everything they need from any device, helping them work more quickly and efficiently.
EMPOWERED AGENTS
Keep Agents Happy, Engaged, and Productive
Optimise Your Team's Schedule
Your contact centre schedule should take into account key factors like call volume trends, holidays, and training sessions. By adapting your schedule to these elements, you can keep operations running smoothly, ensuring your team can meet customer needs efficiently without any disruptions.
Maintain High Service Quality
With tools such as screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring, monitoring performance becomes effortless. These tools help you maintain high service standards by allowing you to track and continuously improve your team's performance.
Track What’s Working in Real-Time
Gain valuable insights with real-time analytics to understand customer feelings, identify supporters, spot trends, and uncover areas for improvement. These tools help you enhance the customer experience and make smarter, data-driven decisions.
COMPANY COLLABORATION
Keep Important Conversations In
One Place
Connect with Product Experts Across Your Organisation
Easily connect with experts across your organisation to resolve issues more quickly. With a shared directory, real-time presence updates, and features like phone transfer and conferencing, collaboration has never been easier.
Engage Hybrid and Remote Agents
With IT Support Slough's video meeting solutions, you can effortlessly coach and train your team, whether they're working remotely or in the office. From one-on-one sessions to group training, our tools ensure smooth communication, helping your team stay connected and empowered.
Keep Key Stakeholders Informed
Set up automated alerts and notifications to be sent directly to specific messaging channels, ensuring your stakeholders stay in the loop with minimal effort.
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
Effortlessly connect your favourite CRMs to create a more personalised experience for your customers. With all your data in one central hub, you can quickly access important details like purchase history, past interactions, ticket statuses, and more.
Get a full view of your customers and easily integrate with any custom CRM or back-end system, ensuring your workflows stay smooth and efficient.