Contact Centre

CRM Integration

We understand that upgrading older technological infrastructure can be a time consuming and expensive task. Our cloud-based solution, however, enables the seamless integration of CRM systems with your Call Centre, side-skirting any loss in overall revenue.
Our cloud-based Contact Centre integrates traditional call routing and queuing technologies with CRM and collaboration tools, as well as other beneficial management applications such as call recording and speech analytics. Our advanced Contact Centre service is flexible, can support a host of CRMs, including NetSuite, Salesforce, Zendesk, 8×8, Hosted Microsoft Dynamics Integration and Zoho.
A cloud-based Contact Centre provides you with a centralised, easy-to-use point of management for customer and other business-critical information. It gives you access to the information you need, when you need it, optimising your customer service resolution processes. The nature of the Cloud Contact Centre means that you have greater flexibility, increased speed to market for new services, rapid scalability and significant improvements in business continuity.

Workforce Optimisation

Your Contact Centre agents are the frontline of your business. They are the first impression that your customer will have, and if your agents under-perform, it could also be the last. It’s important that your agents have the technological infrastructure to support high-performance and robust client-customer relationships.
Our cloud-based Contact Centre provides you with a single, integrated solution for your workforce capabilities. It has powerful management and scheduling options, allows real-time call reporting with insights on operator performance and call activity, as well as ongoing hardware upgrades and maintenance.
Our Contact Centre solution is proven to increase staffing by up to 30 per cent, valued for providing an exemplary environment for agents to excel in. It provides your business with better resources and preparedness on the Contact Centre frontline, improving customer satisfaction and agent retention.

Security, PCI compliance and reliability

When it comes to paying for goods and services over the phone, customers still proceed with trepidation in providing sensitive details, such as card details, to an ‘unknown’ agent or service. For your business to build healthy client-customer relations, it’s important to provide customers with security assurances and peace of mind.
Our cloud-based Contact Centre solutions are compliant with PCI DSS standards which boast high-levels of security from data breaches and hacking. One such solution asks customers to input card details using the digits on their handset, rather than over a recorded telephone conversation. Alternatively, our CallStream Vault allows disclosure of details over the phone, however prevents the recording of this sensitive customer data for secure processing.
Our cloud-based Contact Centres provide your customers with maximum discretion and shields their compromising information from being readily accessible in the event of a data breach. And being PCI DSS compliant also means you no longer have to worry about added security protection or potential penalties for your business.

Features

Our Contact Centre services offer advanced features that can improve the productivity, flexibility and stability of your contact centre. This includes skills-based routing, IVRs, Virtual Queues, and Multiple Channels.
When a customer calls your business, it’s important that they speak to the right person, with the right skill set, to ensure they receive the most effective solution as soon as possible. Our skills-based routing system uses a sophisticated logic to ensure that your customer gets matched to the best available agent, without programming or IT help. This promotes customer satisfaction and helps achieve problem resolution more quickly.
Interactive Voice Response (IVRs) provides your customer with a pre-defined menu of self-service options to help them get quick answers to simple questions. This works to optimise the agility of your business and improve the quality of your service.
Gone are the days of waiting to be served by an operator. Our Contact Centre uses advanced Virtual Queue technology that lets your customer leave a message and a callback number so your agents can then contact them as soon as they become available. Your customers don’t need to wait, your agents are more composed and call resolution increases.
Our solutions puts your customers in the driver’s seat, allowing them to choose the channel that they wish to communicate on, helping provide a better quality of experience and greater customer satisfaction.

Global presence – International Numbers

If your business operates on a global basis, you will find that having a local presence in each market can be key to ensuring customers can easily contact you. A local number can enhance the perception of your business and encourages customers to feel that contacting you will be easy.
We can help by giving you access to toll-free inbound numbers for more than 50 countries and 4,000 cities – and best of all, we can integrate these numbers seamlessly into your Hosted VoIP platform.
We can provide either geographic numbers – usable from inside and outside the country concerned – or non-geographic numbers, which can only be called from inside that specific country.
Countries covered include: USA, Germany, France, Spain, Australia, Belgium, Canada, Denmark, Hong Kong, Ireland, Italy, Luxembourg, Norway, Portugal, Netherlands, Poland, South Africa and many more.

Non-geographic numbers (NGNs)

Responses to advertisements have been known to increase by between 50% and 300% when a Freephone number is used.
A key step in a successful inbound strategy is to decide what type of phone number will be best to use. For the
vast majority of businesses, the answer lies in non-geographic numbers or NGNs. As the name suggests, NGNs do not correspond to a specific geographic area – and instead emphasise an organisation’s national reach and bring significant benefits over their traditional geographic counterparts. Another benefit is that should you move office location, the number can move with you!
An alternative to consider is a Freephone option – research has shown that responses to advertisements have increased by up to 300% when a Freephone number is used.
Furthermore, depending on your requirements, revenue generating options can also be used – these are non-geographic numbers such as 0844 or 0871, and numbers such as 0300 that are cheaper to dial from mobiles. Our team are more than happy to discuss with you the wide variety of NGN options and how these work for you, and your customers.

SMS Messaging

SMS is an ideal mechanism for sending out news quickly – whether to staff or customers, and it provides an easy way for prospects to respond to your marketing campaigns. Whatever you have in mind –we can provide a variety of SMS solutions that will handle large volumes of texts and allow you to:

• Revolutionise your marketing at no extra cost – you can send specific messages, quickly and securely to groups of people quickly and conveniently in much the same way as email. You can also then access delivery reports that provide an overview of campaign effectiveness.
• Encourage customer interaction – SMS makes it easy for customers to request information, vote in a competition, donate or even pay for an item by simply sending a text. The platform is easy to set up and use and you can enable automatic responses, collate incoming messages and even forward them to designated email addresses or add them to your CRM for easy follow up.
• Increase customer retention – to encourage repeat custom you can use SMS to keep existing customers informed of news, promotions and upcoming events with alerts sent out as required. Set-up is easy and cost effective through an online control panel.
• Respond to customers more quickly – technical back up, product support and service information is crucial but time consuming. SMS offers a way to offer genuine value but minimise the strain on your operations. Solutions here include ticketing systems that allow you to resolve common issues quickly with automated responses. Where bespoke responses are required, operators can respond via the online portal. With work distributed more effectively, response time improves.
  With all our solutions, real time reports will show specific customer history, messages sent and received, any pending enquiries and final resolutions.