.png)
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 quickly connected to the same agent they spoke to previously, creating a seamless experience.
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 means every conversation is smooth and personalised, making your customers feel heard, understood, and genuinely valued.
CONTACT CENTRE
Connect On Any Channel
Enhance Customer Experience with Seamless Communication
Provide your customers with a smooth and consistent experience by using one customer ID across all communication channels. Whether they're interacting with a live agent, chatting with a bot, or switching from a phone call to digital chat, their experience remains seamless. This approach ensures they receive the same level of service and convenience every step of the way.
Connect Customers to the Right Support
Simplify the process for your customers by connecting them to the right agent—whether it’s based on language, expertise, or their preferred contact method. Improve their experience with smart self-service options that put them in control. Features like automatic call-back help reduce wait times, ease frustration, and encourage customers to stay engaged. This creates a smoother, more efficient service and helps your customers feel heard and valued.
Boost Agent Efficiency with a Unified Tool
Make customer interactions easier by giving your agents a user-friendly platform that brings all conversations together in one place. Whether they're working from the office or on the move, your team can access everything they need on any device, helping them work more efficiently and deliver better results.
EMPOWERED AGENTS
Keep Agents Happy, Engaged, and Productive
Optimise Your Team's Schedule
Your contact centre team’s schedule should take into account key factors such as call volume trends, holidays, and training sessions. By tailoring the schedule to these needs, you’ll ensure smooth operations, allowing your team to efficiently meet customer demands 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 is made simple. These tools allow you to maintain high-quality service by helping you track and enhance your team's performance.
Track What’s Working in Real-Time
Unlock valuable insights with real-time analytics. Discover how your customers truly feel, recognise your strongest supporters, and pinpoint areas for improvement. Stay ahead by tracking emerging trends and identifying key patterns. These powerful tools enable you to enhance the customer experience and make informed, data-driven decisions to help your business grow and succeed.
COMPANY COLLABORATION
Keep Important Conversations In
One Place
Connect with Product Experts Across Your Organisation
Connect effortlessly with experts across your organisation to resolve issues faster. With a shared directory, real-time presence updates, and features like call transfer and conferencing, working together has never been easier.
Engage Hybrid and Remote Agents
With IT Support Wokingham'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 seamless, ensuring your team stays connected, engaged, and empowered.
Keep Key Stakeholders Informed
Set up automated alerts and notifications to be delivered straight to your chosen messaging channels, keeping your stakeholders informed 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 offer a more personalised experience for your customers. With all your data in one place, you can easily access key details like purchase history, past interactions, ticket statuses, and more.
Get a comprehensive view of your customers and smoothly integrate with any custom CRM or backend system, ensuring your workflows stay efficient and hassle-free.