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CONTACT CENTRE

Effortless Customer &
Agent Experiences

Help customers from anywhere at any time on any channel.

Transform customer and employees experiences through intelligent routing, conversational AI, agent assistance, and insights & analytics.

Smarter Service

Simplify business communications with a single unified tool for all interactions.

Company Collaboration

Provide agents with AI tools to enhance engagement and solve customer problems. Simplify forecasting, and scheduling, and monitor agent performance.

Empowered Agents

Measure contact centre performance with enhanced analytics to drive contact centre improvements.

Performance Insights

CALL ROUTING

Intelligent Inbound Call Routing

When a customer calls your business, our Intelligent Call Routing ensures they’re quickly connected to the same agent they spoke to previously.

With our advanced Softphone, seamlessly integrated with your existing database or CRM, your agent gains instant access to all relevant details and notes. This enables smooth, personalised conversations that make your customers feel truly understood and valued.

Call Routing IT Support Hampshire

CONTACT CENTRE

Connect On Any Channel

Enhance Customer Experience with Smart Routing

Deliver a seamless customer experience by maintaining a single customer ID across all communication channels. Whether your customer transitions from a live agent to a chatbot or moves from a phone call to a digital chat, their journey stays smooth and uninterrupted, ensuring consistency and convenience at every step.

Connect Customers to the Right Resource

Make it easy for your customers to get the support they need by connecting them with the right agent based on their language, expertise, or preferred communication method. Simplify the process and improve their experience with intelligent self-service options. Features like automatic call-back reduce waiting times, cutting down on frustration and ensuring your customers stay on the line.

Improve Agent Experience with a Unified Tool

Make customer interactions effortless by providing your agents with a user-friendly platform to manage all conversations in one place. Whether they’re in the office or on the move, your team can access everything they need from any device, helping them work more efficiently and effectively.

Contact Centre IT Support Hampshire

EMPOWERED AGENTS

Keep Agents Happy, Engaged, and Productive

Optimise Your Team’s Schedule

Your contact centre team’s schedule should take into account important factors such as call traffic patterns, holidays, and training sessions. By adjusting your schedule to accommodate these needs, you can ensure smooth operations, allowing your team to handle customer demands efficiently and without disruption.

Maintain High Service Quality
With tools like screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring, you can easily track performance and ensure service quality stays top-notch.
 

Track What’s Working in Real-Time

Unlock valuable insights with real-time analytics. Understand your customers' sentiments, identify your brand’s biggest advocates and critics, track trending topics, and uncover patterns that matter. These tools empower you to enhance the customer experience and make smarter, data-driven decisions to drive your business forward.

Contact Centre IT Support Hampshire

COMPANY COLLABORATION

Keep Important Conversations In

One Place

Connect with product experts across the organisation
Reach out to SMEs throughout the entire organisation to resolve problems more quickly using a common directory, bidirectional presence synchronisation, and phone transfer/conferencing.
 
Engage hybrid and remote agents
With IT Support Hampshire's video meeting solutions, you can easily coach and train your team, whether they’re working remotely or in the office. From one-on-one sessions to group training, our tools make it simple to stay connected and keep your team empowered.
 
Keep key stakeholders informed
Configure automated alerts and notifications to be sent to specific  messaging channels.

Contact Centre IT Support Hampshire

The Business Value of Our Contact Centre

48%

Increase in customer satisfaction

53%

Increase in employee satisfaction

25%

Increase in average revenue per agent

46%

Increase in revenue growth rate

43%

Increase in first contact resolution

30%

Decrease in cost to serve

Tailor Every Experience

Easily link popular CRMs to deliver a more personalised experience for your customers. With everything in one centralised location, you can quickly access key information like purchase history, previous interactions, ticket statuses, and more.

Gain a complete view of your customers and seamlessly integrate with any custom CRM or back-end system, keeping your workflows smooth and efficient.

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