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 seamlessly connected to the same agent they spoke to before.
With our advanced Softphone system, fully integrated with your existing database or CRM, your agent has instant access to all relevant details and notes. This enables smooth, personalised conversations that make your customers feel heard, understood, and truly valued.
CONTACT CENTRE
Connect On Any Channel
Enhance Customer Experience with Seamless Communication
Give your customers a seamless experience by using a single customer ID across all communication channels. Whether they're speaking with a live agent, chatting with a bot, or switching from a phone call to a digital chat, their journey stays uninterrupted. This ensures they receive a consistent and convenient experience from start to finish.
Connect Customers to the Right Support
Make it easier for your customers to get the help they need by connecting them with the right agent, whether it's based on language, expertise, or their preferred contact method. Enhance their experience with smart self-service options. Features like automatic call-back reduce waiting times, minimise frustration, and encourage customers to stay on the line. This leads to a smoother and more efficient service, helping your customers feel valued and heard.
Boost Agent Efficiency with a Unified Tool
Simplify customer interactions by equipping your agents with an easy-to-use platform that consolidates all conversations in one place. Whether they’re working in the office or on the go, your team can access everything they need from any device, allowing them to work faster and more effectively.
EMPOWERED AGENTS
Keep Agents Happy, Engaged, and Productive
Optimise Your Team's Schedule
Your contact centre team’s schedule should reflect important factors like call volume patterns, holidays, and training sessions. By adjusting your schedule to accommodate these elements, you ensure smooth operations, enabling your team to meet customer needs effectively without disruptions.
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 what your customers truly feel, identify your biggest supporters and areas for improvement, track emerging trends, and spot key patterns. These tools empower you to enhance the customer experience and make smarter, data-driven decisions to help your business thrive.
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 Horsham's video meeting solutions, you can easily 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 seamless communication, keeping your team 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
Easily link popular CRMs to deliver a more personalised experience for your customers. With everything in one centralised location, you can quickly access key information like purchase history, previous interactions, ticket statuses, and more.
Gain a complete view of your customers and seamlessly integrate with any custom CRM or back-end system, keeping your workflows smooth and efficient.