Driving Customer Engagment
Contact Centers make it easier for customers to engage with your organisation by integrating business communications.
This helps resolve customer problems faster by removing the need for customer repetition with contextual history data and CRM integration, to name but a few.
A contact center enables your customers to engage via a range of ways such as through a call, chat interaction or email.
These can then be intelligently routed to a contact center agent and other employees based on their skills and the right context.
Contact Centers routes calls to the best available agent based on numbers, skills, geography, IVR prompts, CRM data, and more.
Enhanced Location Flexibility
Our Contact Center solution is ideal for organisations who want the ability and need for Omnichannel agents and customer experience through improved interaction monitoring capabilities and integration with social media.
Implementing a hosted or cloud-based contact center can offer a more accessible solution for companies.
With minimised upfront infrastructure costs and maintenance, the adoption of a constantly evolving technology is made much easier.
This creates improved flexibility and comfort for the contact center agent or employee regardless of their location while simultaneously lowering costs for the company.
- Advanced call analytics
- Decreased costs
- Excellent customer experience
- Improved security
- Multi-channel support
- Higher first-call resolution
- Enhanced team collaboration and higher accountability
- Intelligent routing capabilities
- Recording and quality monitoring
- Flexible and extensible
How We Can Help
CPS is multi-disciplined in Contact Center technologies and is fully equipped to deliver expertise when you need it.
We are also best in class at designing, implementing and supporting Contact Centers which include but are not limited to Anywhere365, Luware and Landis Contact Center.
Contact us today to find out how our specialist teams can help with your contact centre project's complete end-to-end life cycle.
Can Contact Center Agents Work From Anywhere?
Whether it’s hosted or cloud-based contact centers can be accessed anytime anywhere by an agent or employee.
Do Contact Centers Have Native Connectivity To Microsoft Apps Or Services?
This all comes down to which contact center is chosen, for example the Anywhere365 Cloud Contact solution is native to the Microsoft ecosystem offering a true blended experience.
Can I Record Calls?
Yes, you can choose to record inbound, outbound, or internal calls.
How Can I Manage Staff Performance?
All contact centers have a comprehensive reporting tool enabling multiple reports to be created and viewed.
Can The Contact Center Be Used With My Own CRM?
Typically, integration with the like of Microsoft Dynamics and Salesforce to name but a few.
Are Contact Center Solutions Secure and Resilient?
Yes, it is important to communicate with your customers digitally and without interruption so having a distributed architecture which will deliver at least 99.99% uptime SLA is key which means loss of any single site won't impact the ability to service customers.
Do I Need To Purchase Any Additional Hardware Or Software?
If the contact center is provided using the hosted or cloud-based model then there is no need for additional capital expenditure which is a key decision when choosing a contact center solution that is right for you.