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
We provide the Contact Centre Software as a Service (CCaaS) solution combining the most robust suite of features with carrier-grade reliability and world-class support services. CCaaS solutions are typically deployed by companies and increasingly small businesses, to handle a large volume of enquiries with ease and efficiency.
A feature-rich solution that allows you to design a bespoke customer experience
CCaaS gives users the benefit of features like Interactive Voice Response (IVR) and call routing, which help agents interact with customers over multiple touchpoints.
You can be up and running within days and you’ll always have the latest, most advanced contact centre tools and technology at your fingertips.
Benefits and Features of CCaaS
Support Multi-site Call Centres and Remote Agents
Direct calls to the right team members or departments, regardless of their location.
Centralised Management
One portal which gives you access to make changes anywhere, any time.
Monitor Service Levels
Analyse team performance by queue, team, or agent with real-time dashboards and historical reports.
Skill Based Routing
Utilise agent skill sets and route calls according to knowledge and experience to provide high level customer service.
Omni-Channel Capability
Centralise the handling of web chat, email, and SMS in a single application.
Post-Call Survey
Send out post-call surveys to measure customer satisfaction.
Integrate with CRM and WFM
Quickly and easily integrate with your customer relationship management (CRM) software.
Built-in AI
Provides useful time-saving productivity features such as the transcription of entire meetings by a Virtual Assistant.
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