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Call Centre

Virtual Contact Centre Solution

We make it easy for your agents to deliver more rewarding experiences with every customer contact. With Virtual Contact Centre your customers can reach the right person in the shortest time, every time.

With our Virtual Contact Centre, you get everything a growing contact centre needs in one place. We combine pioneering contact centre features with collaborative telephony, workflow optimisation and unified communications.

The average number of suppliers a contact centre has to manage their communications is 18.

Provide customer journeys which build customer retention anywhere in the world with a global solution that’s unrivalled.

Our partnering data centres extend across the world. Therefore calls are automatically routed to the nearest data centre, ensuring assured voice clarity with none of the lag time or delays that are associated with international voice connectivity.

Virtual Contact Center has redundancy incorporated into its top tier data centers, operating a proven track record for providing over 99.99% uptime. SSAE 16 certified, these top-tier data centers are placed in geographically diverse locations.

Managing costs and increasing reliability with no hardware, software or CAPEX. Virtual Contact Centre can provide savings of over 50% against your current operational expenditure.

Source: CCNG Survey

Increase Agent Productivity

Agent-related expenses make up 75% of the cost of running a contact centre

Contact Centre Analytics

Gain continuous insights into agent performance and contact centre operations

Quality Management

Resolve agent performance issues and increase employee on-boarding with targeted coaching and training

Workforce Management

Boost contact centre efficiency by up to 30% with powerful scheduling, forecasting and reporting

Agent Dashboard

One console, multiple channels; Agents serve customers across all channels from the same, easy-to-use interface

Supervisor Control

Stay in control of your contact centre with supervisor tools which help you plan, monitor and react to every metric important to your contact centre

Why Virtual Contact Centre For Your Business?

  • REPORTING & ANALYTICS
  • Speech Analytics
  • Post-Call Survey
  • Live Monitoring
  • Call Recording
  • MANAGEMENT TOOLS
  • Agent Console
  • Supervisor Tools
  • CTI
  • FAQ Knowledgebase
  • MULTI-CHANNEL
  • Multi-Channel
  • Proactive Chat
  • Web Callback
  • Co-browsing
  • WORKFORCE OPTIMISATION
  • Expert Connect
  • Quality Management
  • Workforce Management
  • Live Reporting
  • CRM INTEGRATIONS
  • Microsoft Dynamics Integration
  • Salesforce
  • Zendesk
  • NetSuite Integration
  • CONTACT CENTRE
  • Agent Connect
  • Queued Callback
  • Skills-based Routing
  • IVR

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