Contact Centre (CCaaS)

Boost sales and deliver a seamless customer experience with a cloud based contact centre.

00 %

of customers stopped doing business with a company after receiving poor service

Call centre software is transforming the way we deal with customer interactions

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Benefits and Features of CCaaS

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Support Multi-site Call Centres and Remote Agents

Direct calls to the right team members or departments, regardless of their location.

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Centralised Management

One portal which gives you access to make changes anywhere, any time.

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Monitor Service Levels

Analyse team performance by queue, team, or agent with real-time dashboards and historical reports.

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Skill Based Routing

Utilise agent skill sets and route calls according to knowledge and experience to provide high level customer service.

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Omni-Channel Capability

Centralise the handling of web chat, email, and SMS in a single application.

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Post-Call Survey

Send out post-call surveys to measure customer satisfaction.

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Integrate with CRM and WFM

Quickly and easily integrate with your customer relationship management (CRM) software.

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Built-in AI

Provides useful time-saving productivity features such as the transcription of entire meetings by a Virtual Assistant.

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Security

Encryption of all files and anti-virus scanning of documents stored in the cloud. Set access permissions and time-limits for the viewing and sharing of files.

Why Skill-Based Routing is Important to Every Business

A good Cloud Based Contact Centre solution can help you overcome these problems and elevate your customer experience.

40%

of customer support calls require assistance from an expert to resolve

33%

of customer issues are not resolved during the first interaction with the contact centre

12%

of these customers will take their business elsewhere

Benefits of Skill-Based Routing for Your Contact Centre

Guarantee better customer engagement.

  • Speak to the Right Person, First Time
  • First Call Resolution
  • Reduce Call Handling Time
  • Greater Customer Satisfaction
  • Higher Customer Retention
  • Increased Team Motivation
  • Better Productivity
  • More Streamlined Processes
  • Let’s Talk

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