Contact Centre Platform Enhancements
Boost Your Operation
Your company is different, right? It’s got its own way of working and doing things, sound familiar? We’re also realists, who know that one technical solution doesn’t fit all organisations, but we know how to blend solutions so that they fit your bespoke needs.
Below are four operational areas that we hear time and time again come up in customer conversations, so we’ve identified the best solutions that can, if tweaked right, could just make your life a little easier.
Conversations with Context
The Omnichannel Customer Journey.
A single agent desktop suite that gives you real-time information and insights about your customers’ journey to help your agents provide insightful, personalized service for happier customers, and agents too.
Let Your Customers Choose How They Contact You
Voice, Email, Chat, SMS, Mobile, Video, Fax, Social, Manual, AnyTask, IVR, Web, Co-Browse, IoT
Upstreamworks for Finesse (UWF) delivers customer service excellence to the Cisco collaboration platform. A web-based, omnichannel contact centre solution with Cisco Finesse, providing user-friendly gadgets and a consistent agent interface for interaction management, across all channels.
Upstream Works for Finesse (UWF) brings the Omnichannel Customer Journey together for increased customer engagement and agent success
UWF is certified and works on all Cisco platforms including UCCE, PCCE, UCCX and HCS, and can be deployed in the cloud or on premise. With a flexible solution, that is easy to deploy and manage you will:
- Increase satisfaction and delight your customers
- Enhance productivity and make your agents happy
- Improve operational processes and deliver real business outcomes
Digital Customer Engagement and Knowledge Management
Very simply, a knowledgebase is a store of all the answers to the questions that your customers ask and these days customer actually prefer to self-serve than call in. But these solutions don’t just provide customer-facing information, they also support and empower your agents.
Design and deliver memorable customer journeys with a knowledge-powered omnichannel customer engagement hub.
eGain is the industry’s only unified customer engagement and knowledge management software suite. Rated #1 by analysts and trusted by leading companies worldwide, eGain helps businesses engage, acquire, and serve customers by delivering easy customer journeys.
Polly is your new online support employee, who’s never ill, never late and always ready!
Polly guides you step by step with shaping your ‘frequently asked questions‘ enabling your visitors to find the answer they need, at the right place and the right time. She can also help your internal employees, so they can provide the right answer and service to your customers.
Making Agents Happy
Contact Center Workforce Optimization
Elevate, Empower, Leverage
Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.
An intuitive analytics suite for a better customer experience, the Calabrio Analytics suite helps you make better, data-driven decisions to protect and grow your business. Widget enabled dashboards to provide visibility into all that is going on in your contact center.
Log everything. Access anything. If that seems impossible, it’s not. With our quality management solution, we help thousands of organizations do it every day, empowering employees at every level with better tools and easier access to relevant information.
Offering more accurate forecasting, better performance tracking, stronger adherence and more, the system lets everyone on the team take a more active role in the process of staffing for customer service excellence.
Acqueon takes pride in building an array of products and applications for the Customer Collaboration space.
Productive Customer Engagement
List & Campaign Management (LCM) v 4.0
Proactively reach your customers
Provide information to customers on a proactive rather than reactive basis. This outbound strategy increases customer satisfaction and lowers inbound call volume.
Maintain campaign compliance
Maintain compliance with calling regulations such as TCPA and Ofcom with DNC list upload and compliance modules. Additionally, time zone management and holiday schedule ensures calls are always made at appropriate times.
Increase right party contacts
A comprehensive call strategy combined with a campaign management settings assures your outbound campaigns will achieve a greater number of right party contacts.
Get the most from your Cisco investment
Maximize your Cisco investment by leveraging LCM as a natural extension of your Cisco outbound platform.
LCM for Cisco Unified CCE
- Three-tiered contact management with List, Dialer, and Agent segmentation features
- Business outcome tracking, call strategy planning, and contact selection management
- Multimedia capability (SMS, email, and voice)
U-Nexsys for Cisco UCCX
- Leverages UCCX for dialer capabilities including the new predictive dialer now available in 10.5
- Provides comprehensive list and campaign management tools not available in 10.5
- Supports multi-channel (Email & SMS) outbound campaigns
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