Enterprise Grade Contact Centre Functionality that’s Accessible to all Businesses

Only Pay for What you Need

We make our pricing structure is simple

You pay an affordable fixed cost per user, per month. And it’s easy to flex up and down to meet business demands.

As you just ‘pay per seat,’ it enables SMEs to get access to a full enterprise level service. So, whether you have just two or three people or one to two hundred staff in a centralised virtual contact centre, the system is flexible enough to accommodate your needs and is equally appropriate for a field-based service too.

Centralise Multiple Sites, Even Internationally

Centralise multi-sites under one system

The ‘follow the sun’ routing function means it can cope internationally, cross border and in different time zones wherever you are.

You can also scale up and down as required. If you need new users or additional locations, it’s no hassle to simply add them in. So, as you get new clients, the system allows you to manage them with the minimum of fuss, expanding to accommodate your growth and success.

Advanced Analytics show the Full Picture

Enjoy real-time call reporting and ‘heads-up’ dashboards

With easy to use live wallboards you can see exactly who is on a call, for how long and how many calls are waiting. Without being Big Brother about it, this is great for performance management. Gain a deeper understanding of how your business handles different customer scenarios by recording and reporting on call disposition codes.

This, along with historic reporting, allows you to react quickly, make better informed management decisions and plan resources effectively at peak times of the day and to cope with seasonal trends.

Fully-Compliant Call Recording with Advanced Search Functionality

Enhance relationships and improve service

Our call recording software helps you further enhance your customer relationships by capturing call content and making it easily accessible in ways not available before. Sentiment Analysis provides deep insight. The Sentiment Analysis tool automatically identifies a speaker’s emotion by analysing characteristics including tone of voice, stress levels and speed of speech, and provides reporting data.

Additionally, advanced call search and keyword tracking lets you discover deep insight into the content of your communications. All calls are automatically saved in both audio and transcription format. Smart Search allows you to search recordings by phrases spoken, date, location and more much more. Keywords allow you to track intelligently specific phrases mentioned in calls.

Advanced Agent Management Tools

A range of insights available

In addition to traditional Call Analytics, which agent stats such as calls answered or made, average call length, time to answer etc, our solution gives you so much more. Better understand how staff are using their time with Agent State Reporting, which provides data on time spent in states including Available, Unavailable, Wrap-Up, etc.

You can set tracking on specific keywords or phrases used on calls, letting you, for example, monitor an agent’s performance when selling a specific product. Collect data to support managing individual performance goals. Supervisory functions include the ability to silently monitor agents or queue and barge into a call should you ever need to.

Software Integrations that can Enable Smarter Working

You can become even more efficient

Drive efficiencies and boost business performance by integrating your contact centre system with your current business software, such as a CRM system like Salesforce or ZoHo.

Our open platform means that you can develop integrations to meet your specific business requirements, working with most essential business applications.

Advanced Queueing and Routing Capabilities

Manage employee resources effectively

Our software allows you to merge multiple sub-queues (each with their own routing, reporting stats and comfort message recording) into one main queue. This is ideal if you have multi-skilled agents, or service several brands from one call centre.

The Dialled Number Identification feature means that your agents will always be clear on which business or product the customer has called about before they pick the call up. Our flexible system allows you to act fast and make changes to call routing and queueing with just a mouse click. Real-time reporting gives you the information you need to review and optimise queues based on customer behaviour.

Optimise your Workforce

Analysis aids productivity

Use trend analysis from historic call reporting data, alongside real-time call statistics to optimise agent availability, make better informed management decisions, manage peak times and seasonal volume fluctuations effectively and achieve your business goals.

Advanced measurement tools help you to maximise agent availability with ease, control downtime and reduce costs. Advanced call routing can be set by employee skill level. For example, calls can come in to a more junior level of staff first and only when that person or team is at capacity get directed to someone more senior.

Better Serve your Customers

Raise the bar even higher

Our cloud Contact Center software has been designed to help progressive organisations to enhance customer experience and loyalty, by improving the flow of communication and removing obstacles that result in customer frustration.

Share your communication challenges with us. Our solutions are designed to have a measurable impact, deliver insights and prove ROI against your businesses specific KPI’s. We’ll show you how to address your client service challenges and better serve your customers through the use of cloud communication technology.

Enjoy an Unrivalled User Experience

We believe software should be easy to use

That way your staff will use it properly, meaning you’ll get the most out of your new technology right from the start. We understand how important it is that end users engage with the system in the right way.

That’s why we place such a strong focus on the usability of our services by offering training packages specific to your requirements, job role specific training, remote online training courses and resources and ongoing user engagement programs.

Only Pay for What you Need

We make our pricing structure is simple

You pay an affordable fixed cost per user, per month. And it’s easy to flex up and down to meet business demands. As you just ‘pay per seat,’ it enables SMEs to get access to a full enterprise level service.

So, whether you have just two or three people or one to two hundred staff in a centralised virtual contact centre, the system is flexible enough to accommodate your needs and is equally appropriate for a field-based service too.

Automatic updates

Future-proof your investment

We’re always innovating, and because our solution is cloud based, you’ll receive automatic updates and new features as soon as they become available, at no extra cost, meaning you’ll always have the most up to date technology available.