Contact Centre as a Service

Re-defining the approach to serve your customers

In an increasingly unpredictable future, your contact centre agents will need to be equipped with the right tools at the right time to better serve your customers, no matter what. Exponential-e are a customer-first company that provide a comprehensive range of contact centre solutions, aligned to your business needs, to help you deliver exceptional customer experiences.

Scalable services for every organisation
Customer experience
excellence
Providing bespoke solutions aligned to your objectives
Open API and
application ecosystem
We fulfil regulatory compliance and standards
Designed, delivered
and supported 24 / 7

Our Capabilities

Call Management

Whether you are looking to optimise costs and resources or enhance existing contact processes, our Call Management solution provides a platform to further the development of your service offering.

Our comprehensive solution encompasses call reporting and call analytics, which provide key insights into the effectiveness of current practices, enabling you to enhance the overall customer experience.


• Call analytics • Dashboard reporting • Automated call distribution • Hunt groups • Voice

Omni-channel

In a world with an increasingly ageing population, it is important that you can serve your customers in the ways that they are best accustomed to. Our bespoke omni-channel solutions enable you to strategise your inbound communications and disperse queries into the right channels, minimising customers’ time to resolution.


• Advanced Automatic Call Distributor (ACD) and AI • All media channels (Twitter and Email queues) • Wall boards • CRM integration • Native Intelligent IVR • Custom integrations • Chatbots

Workforce Management

Our Cloud-based Workforce Management (WFM) solution provides accurate forecasting for intra-day, daily and long-term workloads consisting of the full range of contact centre and enterprise performance metrics, helping you to cultivate a high-performance culture at employee, operational and enterprise level.


• Forecasting • Scheduling • Blended media • Adherence • Request management (shift swaps and shift requests and changes) • Strategic planner (standalone desktop client)

Call Recording (for UCaaS)

Our compliance call recording service enhances customer support leading to higher customer confidence and satisfaction. The cloud-based multi-tenant design seamlessly integrates into communication platforms including Cisco, BroadSoft and Microsoft Teams - providing a unified call recording and quality assurance solution for operations of all sizes.

Call recording features include:

• Call and storage statistics on login • Multiple search criteria • Filter of calls by inbound / outbound • Filter by call sentiment • Call playback • Download calls / to excel • Email calls • Compliance sharing • Audit trail

Voice analytic features include:

• Text to speech translation • Key word / phrase search • Call sentiment • Individual speaker recognition • Quality control randomiser based on Call Sentiment • Enhanced dashboard to analyse content and sentiment • Customer Experience analytics • Call driver analytics

Quality Assurance features include:

• Playback calls / Speed up or slow down • Legal hold • Agent / Supervisor notes • Time based notes • PCI DSS Redaction • Speech Analytics • Reports package • Visual decision tree

Why Exponential-e

With a rich heritage delivering high-level Unified Communication and Cloud solutions Exponential-e has developed a range of advanced Contact Centre solutions
to help contact centre agents better serve your customers. Our vendor agnostic approach allows us to guide you through the various options available that are aligned to your business, technological and commercial goals, benefit from:

Scalable operations

We plan for and deliver clear structures,
where operational growth is aligned to the growth of your business.

Speed of innovation

We consider all technological innovations to ensure the best-of-breed solutions are available to you.

Improving agility

We deliver a rapid response to changes
in the market to ensure you stay one step ahead of your competitors.

Citizen and customer engagement

We are a customer-first company,
who ensure that all outcomes deliver exceptional customer experiences through our IT platforms.

Staff engagement

We help you create an environment that
enables seamless user-adoption of new solutions through our professional services and change management practices.

Committed to
delivering best value

We strive for exceptional operational
outcomes at lower cost.

Our Technology Partners

broadsoft-logo.png

Read our latest UCC blogs

Technology is omnipresent in young people's lives and is opening up new channels of learning across the education sector, with pupils, students and staff utilising Cloud and video calling platforms bo...
Virtually every sector has been impacted by COVID-19, but the higher and further education sector has been hit especially hard, with staff, students and administrative staff feeling its effects. Insti...
There's no doubt that home working is here to stay. While it may have initially been deployed at large scale out of necessity, in response to COVID-19, it is clear that we are witnessing the dawn of a...

Our Customers

Talk to one of our specialists

Fill out the form and we'll get back to you as soon as possible.

If you are looking for technical support please, contact our Support team on: 0845 230 6001

 

Talk to one of our specialists

Fill out the form and we'll get back to you as soon as possible.

If you are looking for technical support, please contact our Support team on: 0845 230 6001

100% Privacy Guaranteed. Click here for our privacy policy.

100% Privacy Guaranteed. Click here for our privacy policy.

*Calls to 0845 numbers will cost 7p p/m plus your phone company’s access charge.
All inbound and outbound calls may be recorded for training or quality purposes.

Click here to find out more about all of Exponential-e's accreditations.

© 2020 Exponential-e Ltd. Reg. No. 04499567, Reg. Address:100 Leman Street, London E1 8EU