Telephony - Multi-Channel Contact Centres

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Multi-channel contact centre technology

We are a leading provider of multi-channel contact centre solutions. In recent times multi-channel has usually meant voice, SMS, email and web chat. However, recently video and social media are channels that are increasingly popular.

Channels

Survey data for 2018 indicates that the percentage of inbound voice contacts as a proportion of overall contacts has decreased by 6% for the first time.

The survey data also indicates a clear shift towards digital channels such as social media, email, SMS and live chat.

While voice remains the most prominent channel today, multi-channel not only means extra channels for the contact centre to manage, it also makes the roles of advisors and managers more complex.

Voice

Our solutions range from simple inbound, outbound and blended systems, through to broader multi-channel platforms.

SMS

Increasingly, customers expect to be able to make contact with your business via SMS. With an SMS service in place, your organisation can provide proactive customer service, e.g. reminders, renewals, offers, alerts and travel updates.SMS messaging is a powerful and highly personalised way to stay in touch: almost everyone in the UK has a mobile phone that they have with them at all times and that they check often. So it makes generating business communications and targeted communications easy.

Social

Customers want to engage with businesses via their channel of choice and receive the same level of customer service across each. We offer a range of options for handling social media communications as part of a multi-channel offering. So whether you are just looking for a way of handling and recording your social media interactions in isolation or looking to aggregate your social media interactions to queue and route alongside interactions in other channels, get in touch with us to discuss the options available to you.

Email Management

Some people prefer to communicate via email and some companies choose to steer their communication towards email. So, inevitably, whether your audience is business or consumers, your communication strategy will have to accommodate email handling.

Our email management solution manages and organises all customer queries in one place. It’s an outstanding email ticketing system that lets you deliver fast and improved service to your customers.

Get in touch today to request your free telephony consultation

0203 957 4234

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