Cloud Contact Centre Solutions

Contact Centre as a Service providing real time data to improve employee performance and the end customer experience

Cloud centre solutions better customer experience

A better customer experience

In today’s digital world, customers want their interactions to be easy, quick and their problems to be solved right away, on whichever channel they most prefer – whether that is an instant message, chat, voice or email.

Cloud centre solutions cost savings
CCaaS FOR SME

For businesses to succeed in this new era, it’s time to embrace the modern cloud-delivered, customer experience-focused contact centre, but this shift doesn’t need to turn into an expensive headache. Contact centre capability is no longer the sole domain of large businesses and enterprises and can now be used by SME companies.

Cloud centre solutions high levels of scalability

RELIABILITY & USEABILITY

Companies should choose a resilient platform with a strong service-level agreement (SLA) – one that is easy to deploy, manage and use, and that will guarantee you are always available when your customers need it the most.

Cloud centre solutions reportinga and analytics

Reporting and Analytics

Track the number of abandoned calls, Record and review calls to identify insufficient training, Receive alerts whenever agents use ambiguous or questionable words or phrases, Obtain context-sensitive call scripts and Monitor and automatically adjust caller queues and voice response menus on the fly.

Contact Centre as a Service

(CCaaS)

Contact Center as a Service (CCaaS) solutions provide the same capabilities as those of on-premises vendors. The foundation of these benefits is that all of the separate parts that comprise a conventional contact center – including PBX, advanced interactive voice response (IVR), automatic call distribution (ACD), computer telephony integration (CTI), email, text, chat, social media channels and quality management – are delivered via the cloud from one vendor responsible for all maintenance and upgrades. In other words, the provider not the customer – owns and operates the systems and makes them available on a per-user monthly subscription basis.

UCaaS (Unified Communications as a Service)

A Cloud-Based Omnichannel contact centre is your chance to turn dissatisfied customers into happy ones, without breaking the bank or adding complexity to your business

In the past, Unified Communications as a Service was used as a measure to improve communications within an organisation

These days, with the cloud rapidly taking over the business world, there is a strong argument for your business to integrate your CCaaS and UCaaS into one system.

THE RIGHT CUSTOMER CONTACT SOLUTION


Will make the difference between

HAPPY CUSTOMERS

52% Would pay more for a speedy and efficient service.

64% Are more likely to recommend a brand when it provides
simpler experiences and communications.

71% Recommend a product or service because they received a
great experience.

DISSATISFIED CUSTOMERS

62% Share their bad experiences with others.

32% Would stop doing business with a brand they
loved after one bad experience.

46% Remember bad experiences from 2 years ago.

Integrate CCaaS and UCaaS

In the past, UCaaS was used as a measure to improve communications within an organisation. These days, with the cloud rapidly taking over the business world, there is a strong argument for your business to integrate your CCaaS and UCaaS into one system.

Connecting frustrated customers with employees best situated to resolve their issue increases satisfaction and loyalty, displaying your organisation’s commitment to customer satisfaction. This is achieved easily with a seamless, unified communication platform and increases satisfaction as a matter of course.

Book a free CCaaS Consultant today!