Contact Centre

Struggling to manage multiple communication platforms within your call centre? We can offer you a more effective and simpler alternative.

Our Virtual Contact Centre provides everything you need in one solution. We combine contact centre capabilities with workforce management, business phone and collaboration services, and unified communications to give you the platform your business needs.

Virtual Contact Centre will increase the power of your CRM system with “screen pop”. Virtual Contact centre offers integration with several industry leading CRM packages, including

• NetSuite
• SalesForce
• Zendesk
• Microsoft Dynamics

Integrating Virtual Contact Centre with your CRM enables your employees to view customer information before they have even picked up the phone, ensuring much better engagement and smarter service.

Virtual Contact Centre Analytics

Our Virtual Contact Centre Analytics offers features well beyond basic call logging, call recording and call centre reporting. Using our call centre software means you get an in-depth insight into the performance of your employees and see how your customers are being assisted across all departments of your business.

Contact Centre Analytics has many benefits and will empower your business with the intelligence it needs to maintain and build performance. Here are just a few of the ways it can help:

• Identify strong, high performing employees and those who need extra training or assistance
• Stay on top of each employee’s performance, remote or office-based
• Customise reports to meet your business needs
• Identify significant call trends
• Track performance against key business SLAs

Dashboard

With our Contact Centre, you will have visibility of four dashboards. These provide immediate understanding of your performance:

Queue Dashboard – an overview of call volume and performance across various media, with the ability to view queue groups for detailed analysis

Big Picture Dashboard – see how your agents are interacting and immediately monitor the volume of calls being handled or dropped

Agent Comparison Dashboard – compare staff against KPIs regardless of groups or queues

Agent Group Dashboard – ensure that the right agent groups are looking after the correct customer types to enable increased customer satisfaction.