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

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

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)