Contact centre solutions
Make it easier to create positive customer experiences
Give your teams the context they need to improve customer experiences, thanks to cloud-based communication tools that make it easy to access the right information and reach the right people.
What are contact centre solutions?
Our contact centre solutions give customer-facing teams a single platform for omnichannel engagement, from voice to chat, email to SMS. It’s one place for managing enquiries, support requests and sales conversations.
Also known as contact centre as a service (CCaaS), this unified communications solution helps teams respond more consistently without losing context across channels.
Is a contact centre solution right for you?
What you get with our contact centre solutions
Omnichannel communications
Manage voice, chat, email and SMS from one platform, with the tools to monitor performance, manage users and adjust routing
Intelligent call routing
Match your customers with the right agent based on features like skillset, language, availability or customer priority
Virtual queues and callbacks
Give customers more freedom even during busy periods, offering automatic callback as an alternative to waiting on hold
Live data and reporting
Track call activity, queue lengths and agent performance in real time, and download productivity and customer experience reports
CRM integration
Integrate your contact centre software with the CRM software and business tools your teams already use, simplifying customer interactions
Contact centre solutions FAQs
What is CCaaS?
CCaaS stands for contact centre as a service. It’s what our contact centre solutions are classed as. It’s a cloud-based platform built for the omnichannel needs of contact centres, making it simple to work across channels. It’s managed by a provider, reducing your hardware and maintenance costs. It’s typically quick to set up, simple to scale and doesn’t need an in-house IT team to maintain.
Specific features include systems that monitor social media and other channels; AI that can help train and guide agents; and transcription and sentiment analysis to help strengthen day-to-day communications.
Can contact centre software integrate with our existing systems?
Yes, many contact centre solutions integrate with CRM platforms and other business tools.
Can agents work from home with contact centre software?
Yes, because the software is web-based, agents can take calls and handle chats from anywhere with an internet connection.
Can I keep my existing phone numbers?
Yes, in most cases you can keep your existing business phone numbers when moving to a cloud-based contact centre solution.