Telephony - Contact Centre Solutions
Consultancy, Deployment and Training
Experts in Contact Centre technology
Planning to implement a cloud or hosted contact centre or a contact centre as a service (CCaaS) solution?
Look no further than MDS. We are experts in contact centre technology and one of the UK’s leading businesses for cloud contact solutions, training and consulting. We offer the best in contact centre solutions by combining our cloud and industry expertise.
We make sure our clients have the knowledge and expertise to successfully deploy new contact centres and deliver performance improvement programmes for existing operations.
Why Cloud?
- None of the cost, complexity and admin overhead of on-premise contact centre solutions.
- No need for specialised equipment on site; no investment in infrastructure.
- A hosted contact centre means uptime, upgrades and infrastructure all taken care of for you.
- Easily scalable for seasonal highs and lows.
- You only pay for what you use.
- Integration options are broader
Why engage with us?
- You’ll be up and running in days.
- Speedy hands-on or remote onboarding.
- Skills-based routing, real-time monitoring, help desk, telesales.
- Multi-channel contact: phone, email, chat and web callback.
Automation, Performance and Engagement
MDS has implemented customer engagement solutions in a variety of sectors including the financial services, energy and retail and leisure sectors. Whether you need traditional outbound sales to automate regular customer touchpoints like meter reads, or to implement click-to-pay debt collection, we can help.
Deliver great customer service through a balance of automation, performance and engagement (APE). We can help you align your people and technology to allow you to be more responsive and efficient.
Transparent and measurable communication is key to customer engagement. We have a track record of helping organisations deliver a consistent, measurable service. Today’s customers need to engage by any available channel and where scrutiny of the quality of that engagement is instant.
The APE methodology is all about automating processes and helping staff work smartly through intelligent right-fit technology.
Customer engagement is no longer just about how you want to contact customers; it’s all about how they want to contact you or be contacted by you. They decide how they contact you, when they contact you and what their expectations are. Your service is measured daily against your competitors and how you perform is made public by comments and reviews on social media platforms such as Facebook and TrustPilot.
Multi-Channel Solutions
