Optimal Customer Communications

Contact Centre Solutions for Enterprise

Optimal Customer Communications

For High Reliability Contact Centres

Improve contact centre performance with advanced capabilities and customisation, which are highly available and can be used within distributed environments.

With flexible deployment options and vendor platform independence, Contact Center: Enterprise™ (CCE) is a scalable, highly modular, multichannel contact centre.

Our data-driven, multichannel routing engine delivers customer interactions to a unified queue. This means your agents have comprehensive access to the customer interaction lifecycle, across all communications and work tasks.

Increase productivity and improve contact centre performance, at a fraction of equivalent competitive solutions costs.

Brochure
Enhance Customer Engagements

Omni-channel queuing and skills-based routing ensure all interactions are identified, prioritised, and transacted expertly, first time, every time.

360 Degree View

Connect your existing CRM solutions and other back-office applications to provide agents with a complete lifecycle view of the customer.

Chatbots & AI Solutions
Boost Productivity & Efficiency

Enable agents to handle multiple interactions at once. Seamlessly escalate across contact channels for greater resolution or deal closing.

Offer A Personalised Service

Equip agents with access to real-time and historical information, context-sensitive knowledge and the tools to resolve enquiries quickly and efficiently.

Reduce Cost and Complexity

Leverage existing infrastructure with complete PBX independence integrations to key enterprise applications.

High Level of Availability

Ensure seamless and uninterrupted service. With no loss of reporting or real-time capabilities in the event of a hardware failure or network outage.

Enterprise-class scalability ensures your solution can grow with your business. Support for nine languages, including English, Spanish, German, French, and Italian.

Enhance customer engagement with one solution for all interactions across all channels. Support for latest technology platforms and seamless integrations.
Contact Centre Options

Inbound or outbound, enable customer interactions across all channels. Deliver a superior whether customer contact you by phone, email, web chat, SMS, social media or video.

Self-Service Options

Offer self-service channels to automate or empower your customers to manage simple or routine tasks. Free up agents to focus on higher-value or more complex interactions.

Video Collaboration

Bridge the gap between online convenience and emotional connections and enrich your digital customer experiences with video. Enable real-time, secure ‘face-to-face’ communication.

Quality Control & Analytics

Monitor and improve your quality of service. Manage, evaluate, and coach your workforce. Reduce liability and achieve regulatory compliance. Use AI to gain actionable customer insights and optimise your customer experience.

Integrations

Streamline your contact centre and back-office processes. Integrate technology, information, communication, and collaborative capabilities to deliver a seamless experience to your customers.

Reception & Call Handling

Combine superior call handling features with rich directory and real-time presence information.

Open APIs allow for quick and robust integrations to your key enterprise applications.

Related Resources

Flexible deployment options: on-premise, distributed across multiple sites or on a cloud infrastructure.