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CONTACT CENTRE

Effortless Customer &
Agent Experiences

Help customers from anywhere at any time on any channel.

Enhance both customer and employee experiences with intelligent routing, conversational AI, and agent assistance. Leverage insights and analytics to drive smarter decisions and improve interactions, ensuring smoother, more efficient communication for everyone involved.

Smarter Service

Consolidate all your interactions into one unified tool, making communication effortless and efficient. Whether it’s calls, messages, or meetings, manage everything in one place to streamline your workflow and enhance productivity.

Company Collaboration

Equip your agents with advanced AI tools to improve customer engagement and resolve issues faster. Simplify forecasting, scheduling, and performance tracking to optimize team efficiency and ensure consistent, high-quality service.

Empowered Agents

Utilize advanced analytics to monitor and evaluate your contact centre’s performance, identifying key areas for improvement. Leverage insights to drive continuous enhancements, boost efficiency, and deliver better customer experiences.

Performance Insights

CALL ROUTING

Intelligent Inbound Call Routing

When a customer phones into your organisation, our Intelligent Call Routing can automatically try to prioritise the routing to the agent they spoke to on their previous call.

When the agent receives the call, they will see all the notes and info regarding that customer as the smart Softphone will be linked to your existing database or CRM

Call Routing IT Support Farnborough

CONTACT CENTRE

Connect On Any Channel

Deliver a better customer experience with smart routing
If a customer switches channels during an encounter, such as from a live agent to a bot or a voice call from a digital interaction, maintain a single customer identification regardless of how they connect with you.

Connect customers to the best available resource
Create queues based on the language, agent expertise, or even particular channels. Automate and enable intelligent self-service. With automatic call back, call abandonment is decreased.

Enable a better agent experience with a unified tool for all interactions
To make customer involvement simpler, give agents access to a single point of contact for all conversations that are accessible from anywhere and on any device.

Contact Centre IT Support Farnborough

EMPOWERED AGENTS

Keep Agents Happy, Engaged, and Productive

Optimize Your Team’s Schedule
Efficiently plan and manage your contact centre team's schedule by considering traffic patterns, vacations, and training, ensuring optimal staffing levels at all times.
 

Maintain High Service Quality
Monitor performance with tools like screen and voice recordings, speech and text analytics, feedback forms, and fair agent scoring to ensure consistent, high-quality service.
 

Track Real-Time Performance
Leverage analytics to assess sentiment, identify brand advocates and detractors, and spot emerging trends and patterns across all customer interactions, helping you enhance the overall customer experience.

Contact Centre IT Support Farnborough

COMPANY COLLABORATION

Keep Important Conversations In

One Place

Connect with Product Experts Across the Organization
Easily reach out to subject matter experts (SMEs) across your organization using a shared directory, bidirectional presence synchronization, and seamless phone transfers or conferencing to resolve issues faster.
 

Engage Hybrid and Remote Agents
Leverage Intouch Communications’ video meetings to provide one-on-one or group coaching, ensuring effective training and engagement for both local and remote teams.
 

Keep Key Stakeholders Informed
Set up automated alerts and notifications to deliver important updates directly to designated Intouch Communications messaging channels, ensuring stakeholders are always in the loop.

Contact Centre IT Support Farnborough

The Business Value of Intouch's Contact Centre

48%

Increase in customer satisfaction

53%

Increase in employee satisfaction

25%

Increase in average revenue per agent

46%

Increase in revenue growth rate

43%

Increase in first contact resolution

30%

Decrease in cost to serve

Tailor Every Experience

Seamlessly integrate with popular CRMs to enhance customer service by automatically displaying purchase history, past interactions, ticket statuses, and more. Access a complete customer profile and connect effortlessly to any proprietary CRM or back-end system to ensure you have all the information you need at your fingertips.

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