Agent Efficiency.
Increase customer satisfaction and reduce your operating costs with unified channels, blended automation, and contact with context.
Your contact centre technology is probably holding back efficiency.
Traditional contact centre solutions come with constraints. Challenging integrations, difficult system administration and slow moving vendors often mean progress is stifled, and the efficiency gains you’d hoped for take too long to materialise.
Our technology provides the flexibility you need to remove high volume contact and reduce agent handling times, at your pace and on your terms.
A single pane of glass for every channel.
Our SmartAgent application provides your agents with everything they need to manage customer contact in an intuitive browser-based agent desktop.
Responding to an ever-changing landscape.
With everything in one easy to use interface, and smart AI tools that surface knowledge and information in real time, agent training and onboarding is a breeze. Whilst real time insights help you to spot trends and issues enabling intra-day response to what matters the most.
Driving up quality, driving down costs.
On board Quality Management enables QAs and Supervisors to review the full detail of customer interactions, and quickly score them against your calibrated processes. This feedback is then available to the agent in real time, helping you to provide coaching and training on the fly. Dynamic scripting and next-best action also help drive up the quality of conversations and reduce handling times.
Freeing your agents to focus on value
There is a sweet spot between contact automation and the human touch. Enabling your agents to do their job to the best of their ability is a no brainer, but that’s only half of the story. Implementing intelligent contact automation to deflect or shift high volume contact gives your agents time to focus on more meaningful interactions.
We will help you find the right blend for your business, so that your customers get the answers they need, when they need them. Whilst freeing up your human resource to really focus in on the contact that matters.
40%
Chat Deflection.
76%
Bot Involvement.
Connect with virtually anything, and anyone
Modern, open architecture enables easy integration into the systems your agents rely on. We’ve already developed integrations with hundreds of systems from CRM and Service Desks through to Workforce Management and Payment Service Providers. By streamlining all of your information sources and contact channels into a single interface, agents have everything they need at their fingertips.
