Delivering true business efficiency and customer satisfaction

Whether you have a small customer service team or a global network of agents, the right contact centre application can help you streamline business operations and boost customer satisfaction.

Our contact centre applications are highly-flexible and easily integrate with your existing customer relationship management (CRM), telephony and reporting systems, to help you control costs and deliver true business efficiency. Smart routing directs customer calls to the most appropriate agent every time, while reporting tools offer the insights you need to manage your workforce and make sure customer enquiries are resolved in a timely manner.

We’ll also help you build and maintain profitable relationships with your customers, with multichannel tools that engage customers using their preferred communication method. Agents can interact with customers through voice, web chat, email, SMS, Facebook and Twitter from a single interface and seamlessly pivot between channels.

Your contact centre is the often the first chance you’ll have to make an impression on a customer, so make it count. By giving customers the option to contact you in their preferred media and directing them to the most appropriate agent quickly, you can provide exceptional customer service while streamlining your business communications and improving your bottom line.

If you’re looking to make the most of every call through your contact centre, get in touch with our team of expert consultants, who will get to know your business and configure a solution that delivers results.

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Agent Features

Our contact centre applications offer a range of agent management features that maximise productivity and help you engage customers across all communications channels. Desktop tools allow agents to view real-time status updates of calls, queues and other agents, with remote call control for simple ‘click to dial’ functionality.

Agents can also be assigned to specific groups, with full control over the number of interactions and type of communication channels each group will handle. With fast supervisor access and hotdesking capabilities, you’ll reduce call handling times and build a high-performance workforce.

Supervisor Features

We’ll configure a contact centre solution that gives your supervisors a better understanding of the day-to-day operations of your business. Supervisors can access real-time reporting, historical monitoring and forecasting to manage workloads and make better business decisions, with smart routing to control overflow to allocated agents. Call recording tools support training and compliance activities, while monitoring tools give supervisors the insights they need to schedule agents and manage daily operational costs.

Management Features

We know that every contact centre is different, which is why we design solutions that are completely scalable and tailored to your business objectives. Powerful forecasting and scheduling tools help you achieve significant cost benefits and allow you to change staffing levels without sacrificing customer service, while recording and quality management capabilities allow you to manage risk and compliance.

Our contact centre solutions can be hosted on-site or in the cloud, with no software to download or licences to deploy. Integration with third-party applications like CRM platforms mean you can extract data quickly and accurately via a single platform, to help you analyse and enhance individual and group performance.