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Transform customer and employees experiences through intelligent routing, conversational AI, agent assistance, and insights & analytics.
Smarter Service
Simplify business communications with a single unified tool for all interactions.
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 with before.
With our advanced Softphone, fully integrated with your existing database or CRM, your agent can instantly access all the relevant details and notes. This means your team can have smooth, personalised conversations, making your customers feel genuinely understood and valued.
CONTACT CENTRE
Connect On Any Channel
Enhance Customer Experience with Smart Routing
Create a smooth and consistent customer experience by using a single customer ID across all communication channels. Whether your customer moves from speaking with a live agent to interacting with a chatbot, or shifts from a phone call to digital chat, their journey remains seamless and uninterrupted, ensuring convenience and consistency throughout.
Connect Customers to the Right Resource
Make it easier for your customers to get the support they need by connecting them with the right agent based on their language, expertise, or preferred communication method. Streamline the process and enhance their experience with smart self-service options. Features like automatic call-backs reduce waiting times, minimise frustration, and help keep your customers engaged.
Improve Agent Experience with a Unified Tool
Make customer interactions effortless by providing your agents with a user-friendly platform to manage all conversations in 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 more efficiently and effectively.
EMPOWERED AGENTS
Keep Agents Happy, Engaged, and Productive
Optimise Your Team’s Schedule
Your contact centre team’s schedule should consider key factors like call volume trends, holidays, and training sessions. By tailoring your schedule to meet these needs, you’ll ensure smooth operations and enable your team to efficiently manage customer demands without any interruptions.
Maintain High Service Quality
With tools like screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring, you can easily track performance and ensure service quality stays top-notch.
Track What’s Working in Real-Time
Unlock valuable insights with real-time analytics. Understand your customers' sentiments, identify your brand’s biggest advocates and critics, track trending topics, and uncover patterns that matter. These tools empower you to enhance 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 the organisation
Reach out to SMEs throughout the entire organisation to resolve problems more quickly using a common directory, bidirectional presence synchronisation, and phone transfer/conferencing.
Engage hybrid and remote agents
With IT Support Aldershot's video meeting solutions, you can easily coach and train your team, whether they’re working from home or the office. From one-on-one sessions to group training, our tools make it simple to stay connected and keep your team engaged and empowered.
Keep key stakeholders informed
Configure automated alerts and notifications to be sent to specific messaging channels.
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 provide a more personalised experience for your customers. With all your key data in one central location, you can quickly access important details like purchase history, past interactions, ticket statuses, and more.
Get a complete picture of your customers and easily integrate with any custom CRM or backend system, keeping your workflows streamlined and efficient.