Ensure every call reaches the right agent, first time. Our intelligent inbound call routing uses real-time availability, CRM data, and customer history to reduce wait times and improve customer experience.
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Key capabilities include:
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• Smart Agent Matching – Automatically connect callers to the most suitable agent based on skills, priority, or interaction history
• CRM-Linked Softphone – Instantly surface customer records and notes for faster, more informed conversations
• Reduced Wait Times – Optimised call distribution to available agents to minimise hold times
• Flexible Routing Rules – Customise call flows by urgency, call type, time of day, or business rules

Deliver a consistent customer experience across voice, digital, and automated channels. Our omnichannel contact centre solutions help London businesses engage customers seamlessly and equip agents to perform at their best.
Omnichannel Customer Identity - Maintain a single customer profile across calls, chat, bots, and digital touchpoints giving agents full context for faster, more personalised service.
Intelligent Channel Routing - Route conversations smoothly between agents, self-service, and automation without losing context so customers always reach the right place.
Smarter Queuing & Automated Callbacks- Reduce wait times and abandonment with skill-based routing and automated callbacks by language, expertise, or channel.
Unified Agent Workspace - One interface for all interactions, accessible on desktop or mobile enabling efficient, consistent support from anywhere.

Empower your teams with intelligent contact centre tools designed to improve performance, morale, and service quality. London IT’s contact centre solutions help you plan smarter, coach more effectively, and optimise agent output in real time so your customers get consistently better experiences.

Smart Agent Scheduling – Plan staffing intelligently around demand, holidays, and training. Maintain the right coverage at the right time while reducing agent burnout and inefficiencies.

Quality Monitoring & Coaching – Monitor calls and screens with fair, data-driven scoring. Identify coaching opportunities quickly and maintain consistently high service standards across your team.

Real-Time Performance Insight – Track live KPIs, sentiment, and trends to improve customer experience and drive continuous improvement across your contact centre operations.

Eliminate silos and resolve issues faster with centralised communication and collaboration across your contact centre. London IT’s contact centre solutions bring people, conversations, and expertise together so teams work smarter and customers get answers faster.

Unified Expert Collaboration - Instantly connect agents with internal experts using shared directories, presence indicators, and built-in conferencing no delays, no hand-offs.

Remote & Hybrid Team Enablement - Support coaching, training, and collaboration for remote and hybrid agents with tools designed for flexible working environments.

Automated Stakeholder Updates - Keep teams and decision-makers informed with real-time alerts, notifications, and messaging improving visibility and accountability.

Give agents instant visibility into every customer interaction. London IT’s CRM-integrated contact centre solutions surface customer history, preferences, and previous interactions in real time enabling faster responses and more personalised service.

By unifying customer data across all channels, your team delivers smarter conversations, higher first-contact resolution, and a consistently professional customer experience.