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Transform customer and employees experiences through intelligent routing, conversational AI, agent assistance, and insights & analytics.
Smarter Service
Streamline your business communications with one simple, all-in-one tool for every interaction.
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 quickly connected to the same agent they spoke to before, providing a seamless experience.
With our advanced Softphone system, fully integrated with your existing database or CRM, your agents have instant access to all relevant details and notes. This enables smooth, personalised conversations, making your customers feel heard, understood, and truly valued.
CONTACT CENTRE
Connect On Any Channel
Enhance Customer Experience with Seamless Communication
Offer your customers a seamless experience by using a single customer ID across all communication channels. Whether they transition from speaking with a live agent to using a chatbot or switch from a phone call to digital chat, their journey remains smooth and uninterrupted, ensuring they receive consistent, hassle-free service 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 their preferred language, expertise, or contact method. Enhance their experience with smart self-service options. Features like automatic call-back reduce wait times, cutting frustration and encouraging customers to remain on the line.
Boost Agent Efficiency with a Unified Tool
Make customer interactions easier by giving your agents an intuitive platform that brings all conversations into 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 faster and more 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 tailoring the schedule to these elements, you help ensure smooth operations, allowing your team to efficiently meet customer needs without interruptions.
Maintain High Service Quality
With tools like screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring, monitoring performance becomes easy. These tools help you maintain top-tier service quality by tracking and improving your team’s performance.
Track What’s Working in Real-Time
Gain valuable insights with real-time analytics. Understand your customers' sentiments, identify your biggest advocates and critics, track emerging trends, and uncover patterns that matter. These tools give you the power to improve the customer experience and make smarter, data-driven decisions to drive your business forward.
COMPANY COLLABORATION
Keep Important Conversations In
One Place
Connect with Product Experts Across Your Organisation
Easily reach out to subject matter experts throughout your organisation to resolve issues faster. With a shared directory, two-way presence synchronisation, and phone transfer/conferencing, collaborating has never been simpler.
Engage Hybrid and Remote Agents
With IT Support Newbury's video meeting solutions, you can effortlessly coach and train your team, whether they’re working from home or in the office. From one-on-one sessions to group training, our tools make communication smooth and effective, ensuring your team stays engaged, empowered, and connected.
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 popular CRMs to offer a more personalised experience for your customers. With all your information in one centralised place, you can easily access key details such as purchase history, past interactions, ticket statuses, and more.
Get a full view of your customers and seamlessly integrate with any custom CRM or back-end system, ensuring your workflows stay smooth and efficient.