Cloud Contact Centre.

Overview

Improving agent productivity levels and customer interactions should be high up on any business’s daily agenda.

Our powerful and easily deployable cloud contact centre is highly intuitive, easy to setup, use and administer – unlocking critical employee and business insights that come directly from a robust reporting engine.

To fuel our contact centre software, we have partnered with only the top suppliers such as AVAYA ACR, AVAYA ACCS and XIMA Chronicall.

Integrated Omnichannel Customer Contact

We offer a complete omnichannel customer contact centre in the cloud, allowing your customers to selectively use the channels they wish to communicate on. Manage your customer contacts with a holistic view of communication on each channel, be it chat, phone, email, social media or the web.

Telemarketing Outbound Campaigns

Easily execute telemarketing and outbound campaigns in a way that keep costs low, contact rates high and all your agents at their peak productivity levels. Dial according to your campaign goals using a variety of dialling modes.

Skill-Based Routing.

Self-Service Solutions

Your customers need to get connected with the right person, and fast. Through skills-based call routing, improve first-call resolution instances, saving costs and boosting customer satisfaction levels in the process.

Perhaps some of your customers prefer to choose from the pre-set solutions already available? No problem – our contact centre software will guide them through to the right channel in order to have a swift resolution.

IVR Call Recording.

Our contact centre solutions come with an integrated IVR feature, allowing you to easily set up menus and customise keywords, complete with multilingual support.

Easily manage your IVRs online and create custom schedules for special events and holidays. Improve customer service quality by recording calls and evaluating agent-customer communication. Conveniently save calls as a percentage based on skill, a percentage based on agent ID (inbound and outbound) or according to agent discretion.

Comprehensive Real-Time
Historical Recording
.

Your customers need to get connected with the right person, and fast. Through skills-based call routing, improve first-call resolution instances, saving costs and boosting customer satisfaction levels in the process.

Perhaps some of your customers prefer to choose from the pre-set solutions already available? No problem – our contact centre software will guide them through to the right channel in order to have a swift resolution.

Perhaps some of your customers prefer to choose from the pre-set solutions already available? No problem – our contact centre software will guide them through to the right channel in order to have a swift resolution.

Security Compliance.

Enjoy built-in multiple-layered security – effectively having all data and requests encrypted, while every piece of organisational data is separated through rigorous authentication.

In addition, comprehensive features are included to comply with all ICO regulations, giving you complete peace of mind.

Customer Scoring.

Using tools such as AVAYA ACR calls can be scored by supervisors within a specific campaign.

After your agents/groups are set up to be recorded you can create a Scorecard Campaign. A Scorecard Campaign will provide recordings of the agents/groups that you can then evaluate using a series of questions that you create.

Watch the video to see how the AVAYA ACR can be used to help imorve your customer service teams with scorecards.

Get in touch today
Let's discuss ideas.

Want to know more about how we can help you?

Please get in touch with the contact form or information provided and we’ll be in touch as soon as possible.

sales@staveleycom.com

0333 011 0705

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