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On-demand Contact Centre |
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Business advantage
Delighting customers through customer care excellence demands fully-featured communication systems. Traditionally this was the preserve of only the largest companies with budgets to match but we can offer this power to even the smallest business.
 Delivered over the AlwaysON managed private network, the virtual customer contact centre service connects every agent to the same automatic call distribution (ACD) platform, irrespective of their geographic location, to provide a seamless, easily managed resource and a uniform customer experience. The skills pool is widened and key issues of agent retention and unsocial working hours can be easily addressed through remote and home-working.
With unlimited capability available on-demand, it is quick and simple to expand or contract the number of seats, and subscribe to enhanced capabilities when it’s right for your business.
AlwaysON uses an automated pricing tool to help you determine your requirements, and can typically get your contact centre up and running in the time it takes to connect your sites to the network. We can even integrate with existing systems and provide a totally integrated phone and contact service over multiple sites including home-agents.
Multi-channel contact centreA multi-channel contact centre allows customers to use their preferred channels of communication to interact with your organisation. Regardless of their choice of phone, email, instant messaging or web, the call is placed automatically, efficiently and intelligently. The result is a consistent and professional customer experience, increased agent productivity and reduced costs.
Hosted contact centre service By subscribing to a fully managed and hosted contact solution, enterprise-grade technology used by the largest and most demanding companies now becomes available to even the smallest organisation. And, with easy to configure campaigns, you are free to focus on the important business of delighting customers, while also delighting your Finance Director too.
The cost benefits are highly attractive too, with none of the massive set-up, administration and IT staffing costs of the traditional premises-based approach.
Service benefits
- Every contact answered promptly and efficiently – the service can be tailored to suit your exact business requirements, handling telephony, email, web chat, voicemail and call-back requests to make best use of your agent resource.
- Voicemails and messages – advanced controls unify messaging through the email client. Messages can be pushed to the agent when they are less busy or queued with calls.
- Fully blended service – options for inbound and outbound campaigns include predictive dialling linked to computer telephony integration (CTI) capabilities to ensure professional and personal customer interactions. Troughs in customer service demands can be filled with revenue-generating calls.
- Recognise customers – calling line identification (CLI) can be used to place the call to a designated agent or department and bring up the customer’s records and progress notes on the screen.
- Multimedia capabilities – the contact solution supports multiple channels, including web-enabled ‘click to talk’ services.
- Self-service – enable customers to access standard messages or request information that can be automatically fulfilled, enhancing agent retention and making better use of agent resource.
- True virtual contact centre – the service appears as one ACD that can scale to any size in an instant, from a couple of seats to many thousand.
Example starter features
- Real-time queue statistics and call centre performance.
- Intelligent call routing by menu, time of day, called number or CLI.
- Multi-level Auto Attendant menu options.
- Softphone desktop application for full telephony control, call information and group statistics.
Example expansion options
Advanced CTI with database integration and screen pop.
Multimedia contact centre blending inbound & outbound voice, email, instant message, voicemail and callbacks etc.
Advanced queuing and contact routing with graphical administration environment.
Advanced dialling solutions utilising preview, progressive and predictive technology. |
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Next Event
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