Contact Centre Solutions
Contact centre solutions are vital for most businesses. Most business will have a contact centre, whether they know it or not. From small, help-desk contact centres to large-scale, multisite, multimedia contact centres, businesses need contact centre solutions that enable remote workers, integrate business processes, control costs, and ensure business continuity.
We offer a complete range of contact centre solutions, starting with entry level applications which enable informal call centres to efficiently monitor, manage and route calls, through to multi-agent, multi-location and multi-media cloud based contact centre solutions with Media Distribution and Routing Applications.
Real time monitoring
As a starting point with our contact centre solutions we can provide a real-time monitoring tool that monitors call activity and collects trend data. It provides employees with a complete view of every internal and external call on the customer’s phone system. With these statistics, your company can optimise system resources and determine the best use of employee time. Managers can generate reports for the entire company or for a specific department, team or employee. By identifying calling patterns and performance trends in this way, your company can more effectively connect with customers and suppliers while lowering communications costs.
On-screen call handling
We also offer contact centre solutions that combine telephony with Microsoft Outlook and Windows search functionality, providing users with a range of intelligent call-handling facilities and productivity enhancements. Features such as Click-to-Dial, Caller ID Pop-Up, Single-Click Conference/Transfer and Online Call History can be launched with the touch of a button. This simplifies routine communications, especially for users who depend highly on the phone to do their jobs.
In addition to business-wide reporting functions, we provide intelligent call routing, performance and agent activity reporting, along with agent productivity tools including screen pop and CRM integration.