Contact Centres

If you are a business that runs a contact centre, we have the experience, expertise and a range of bespoke solutions to deliver a robust and feature-rich system that will deliver a great customer experience.

As a Mitel Silver Solutions Partner, we have provided contact centres for hundreds of organisations in industries including insurance, finance, manufacturing and retail.

Our contact centre customers are diverse in terms of their size, set up and function, but they all have one thing in common – the requirement to find a partner that understands their objectives, deliver on their promises and provide long-term support and development.

While voice-based communication with customers still plays a strong role, consumers are increasingly looking to digital communication methods (like social media, SMS, Web chat and email) and demanding the flexibility to interact with companies through their preferred media.

Today’s organisations must adapt to provide a convenient, satisfying and consistent customer experience while managing costs and raising operational efficiency, all the while remaining compliant with industry regulations and compliance policies.

Automated outbound dialling is a powerful tool for teams looking to provide proactive outreach and execute campaigns efficiently. By eliminating guesswork and automatically connecting agents with customers, outbound dialling solutions can maximise agent productivity and deliver the information required for a successful interaction.

Businesses can use outbound campaigns to uncover potential revenue opportunities, disseminate important business information or even support business operations outside the contact centre (for example, reminding customers of upcoming appointments or past due payments). This level of service helps businesses differentiate themselves by providing an intimate experience that positively impacts customer satisfaction and retention.

Mitel workforce management solutions ensure resources are properly allocated to avoid mishaps that negatively impact the customer experience, like long wait times and multiple transfers to find the correct agent for a customer’s query. Our call recording tools enable your organisation to quickly capture, archive, organise, playback and share voice documentation. By organising and sharing these recordings, you can transform isolated events into part of your continuous improvement system. Our quality management solutions add advanced quality assurance, personnel development and reporting tools to the core recording technology, all tightly bundled into one comprehensive system.

More and more of today’s customers are relying on digital communications, like email, text messaging, Web chat and social media, in order to interact with your business. Multichannel contact centres give customers the flexibility to choose the method of contact that makes the most sense for them at any given time and requires your organisation to provide the same prompt, informed customer experience across all channels. With the right tools, you can make sure your business is prepared to meet these evolving demands.