It’s hard to argue with the fact that customer contact is becoming today’s biggest differentiator for organisations. For customers overwhelmed by choice in markets increasingly under siege from new entrants, customer experience can often be the deciding factor in securing sales or retaining their loyalty.
Our award-winning customer contact team is helping organisations to transform their customers’ experiences by implementing integrated multichannel approaches that address the demands of empowered digital customers in a cost effective and consistent manner.
82% of organisations are undertaking digital transformation as a response to changing customer behaviours and expectations – Nimbus Ninety Enterprise Digital Trends Report 2015
By enabling automated self-service technologies, voice biometrics and workforce optimisation, we’re able to offer a responsive contact experience that minimises customer effort and maximises satisfaction and loyalty.
Our cloud based contact centre solution offers a resilient and flexible service able to handle multiple channels and quickly respond to peaks and troughs in demand. Agents no longer need to be seated in the same room, or even in the same building; instead they can be connected via the unified network to all the tools and applications they need. This ensures that the right mix of agent resources and skills are available whenever a customer gets in contact, regardless of channel. If your current customer contact environment is on premise, we can work with you to manage the transition to a fully cloud-based or hybrid customer contact environment.
72% of businesses understand the advantages of a single customer view, but only 16% have one in place – Experian
Our Customer Contact solution is delivered via Workplaces, our award-winning, enterprise-grade communications, collaboration and contact centre solution, powered by Cisco and delivered via an agile as a service model.
Our Contact Centre services are fully scalable and suitable for all organisations including those with the most demanding contact centre requirements and include:
- On-premise or cloud-based Contact Centre services
- Multi channel integration
- Automation and Self service
- Integration with CRM and other third-party applications and services
- Workforce Optimisation
- Voice recording and analytics
- Advanced desktop