Core customer service capabilities
Deliver Exceptional Customer Service, Every Time
UCaaS
A single application for chat, video, telephony, and contact centres to empower your employees and customers.
Inbound Call Centre
Nothing beats talking to skilled agent. Optimise your voice channel for exceptional customer experience.
Outbound Call Centre
Increase efficiency while complying with legal or regulatory requirements. Improve agent motivation.
Video Chat
Add a personal touch that strengthens relationships, builds trust and delivers better outcomes more quickly.
Voice of the Customer (VoC)
Collect and analyse text-based customer conversations and brand administered feedback such as surveys in real-time for emotion and key trends.
AI-Enabled Agent Evaluation
Use AI and NLP to evaluate up to 100% of advisors and customer interactions, bias-free and across all channels.
Call & Screen Recording
Multichannel live monitoring and secure recording of interactions across voice, email, chat, SMS and other channels.
Business Intelligence
Visualise and interact with the data generated and stored in your contact centres in relation to customers, agents, interactions, and conversations.
Call Billing
Analyse and manage your telecommunications costs, network infrastructure, employee productivity, potentially fraudulent activity, cost allocation and onward billing.
Interactive Voice and Visual Response (IVR)
Automate simple, repetitive interactions with a wide range of speech recognition, touch-tone, and mobile IVR solutions.
Workforce Management
Forecast demand, automatically create schedules, optimise your workforce, and develop accurate and insightful reports. Improve your overall customer service operation.
Real-Time Speech Analytics
A virtual coach that helps your agents say exactly the right things, in the right way, on every call, and respond correctly to your customers in any given situation.
Email Management
Speed up responses, improve accuracy, personalise more – deliver exceptional email customer service.
Social Media
Embrace social media customer service, flag and resolve issues before they put your brand at risk.
Web Chat
Improve customer service for your website visitors and step in to help them when they need it.
Knowledge Management
Underpin your self-service with a self-learning, centralised knowledge base that can be shared between different channels and across your organisation.
Online Communities & Crowd Sourcing
Enable consumers to find answers by tapping into the wisdom of the crowd via online communities, support forums and other sites.
Actionable Notifications
Keep your customers informed and up to date with automated via voice, email and SMS messages and self-service processes.
Co-browse and Screen Share
Guide your customers to success through enhanced, personalised real-time service and support.
Score Cards
An easy-to-use feedback tool that helps managers to deliver objective employee evaluations. Identify areas for training, empower your agents, and reduce contact centre attrition.
Automatic Call Distribution (ACD)
Ensure calls are identified, prioritised, routed and transacted expertly, first time, every time.
CTI
Dramatically lower the cost of computer telephony integration.
CRM Integration
Extend the value of your CRM platform with contact centre functionality.
Directory Integration
Consolidate employee contact data into a centralised directory.
Reception & Call Handling
Combine superior call handling features with rich directory and real-time presence information.
Messaging and SMS
Make it convenient for your customers to interact with you through their favourite apps.
Chatbots & AI
Serve and support your customers 24/7 with AI-powered solutions. Free up your agents and experts to respond to more valuable and complex queries.
The COVID-19 pandemic has shown dramatically how requirements can literally alter overnight. Your contact centre technology must enable you to respond quickly to change. It needs to support you, whatever the circumstances – not prevent from you achieving your customer service and business goals.
Related Resources
Choose the capabilities that work best for your company – as you need them. Our capabilities are modular so you can add functionality such as Self-Service, Quality Control & Analytics, Enterprise Video Collaboration, and Integrations, as your requirements evolve.
