Effortless Customer & Agent Experiences in London

Intelligent Inbound Call Routing

• Prioritised Agent Matching: Automatically routes calls to agents based on previous interactions, improving customer satisfaction with business call centre services.

• CRM-Linked Smart Softphone: Integrates with your CRM to display customer notes and history, enabling faster, informed responses within cloud contact centre systems.

• Reduced Wait Times: Optimises call distribution to available agents, minimising hold times and boosting SME contact centre solutions performance.

• Customisable Routing Rules: Allows tailoring based on call type or urgency, ensuring flexibility for SMEs using contact centre London technology.

Connect On Any Channel

• Business call centre services ensure consistent customer identification across channels (e.g., voice to bot). 

• Smart Routing for Better Service: Maintain a single customer ID if they switch from live agents to bots or digital interactions, improving SME contact centre solutions.

• Optimal Resource Allocation: Create queues by language, expertise, or channel, with intelligent self-service and automated callbacks to reduce abandonment.

• Unified Agent Tool: Provide agents a single access point for all interactions, usable anywhere on any device, boosting business call centre services efficiency.

Keep Agents Happy, Engaged, and Productive

• Optimised Agent Scheduling: Plan schedules efficiently with SME contact centre solutions, factoring in traffic, holidays, and training. This ensures optimal staffing, supporting business call centre services performance.

• High-Quality Service Monitoring: Monitor calls and screens with analytics and feedback tools in contact centre London. Fair agent scoring maintains service quality, aligning with cloud contact centre standards.

• Real-Time Performance Tracking: Leverage SME contact centre solutions analytics to assess sentiment and trends. This helps business call centre services enhance customer experiences and identify growth opportunities.

Keep Important Conversations In One Place

• Unified Expert Collaboration: Connect agents to experts via a shared directory in contact centre London. Bidirectional presence and conferencing speed up resolutions, boosting cloud contact centre efficiency.

• Remote Agent Engagement: Use video meetings for coaching remote teams with SME contact centre solutions. This ensures engagement and training, supporting business call centre services flexibility.

• Stakeholder Updates: Automate alerts to keep stakeholders informed via contact centre London messaging, enhancing cloud contact centre communication.