Contact Centres
Ensure your business delivers excellent customer service with our contact centre solutions.
If great customer service is important to you then you will understand how vital effective management is. With the contact centre being the heart of your business, any solution should complement your operations rather than hinder them or force you down a particular route. From simple call logging and historical reporting to advanced real time values and agent control, we can help build a true contact centre that works with you to improve customer service, increase your visibility of the customer journey and ultimately drive additional revenue.
Omni-channel
As communications evolve in to new digital channels, customers are increasingly using services such as web chat, SMS, social media, and video. There has never been a greater need to offer a seamless experience across these channels. The Omni-channel experience is all about providing exactly this – giving your customers the right media at the right time, every time, whilst ensuring all relevant information is available to deliver a unique, personalised, experience.
Multimedia
Integrated multi-channel customer contact solutions for voice, e-mail, and web chat provide optimal accessibility on all communication channels. Your customers are free to choose which channel they prefer in order to do business with you whilst giving complete visibility of agent interactions within the contact centre.
Workforce Optimisation
For contact centres looking to give a differentiated and memorable customer experience, WFO enables timely visibility into operations and workforce performance which can help discover new ways to improve customer experience. Features include robust recording, quality management, call monitoring, coaching, e-learning and full reporting capabilities alongside workforce management. Improve customer satisfaction whilst having full control over staff performance for a direct return on investment.
Compliance
Any call centre that handles sensitive information including credit and debit card details has a duty to protect their customers from fraud. Compliance tools should be seamless and effective which is why we utilise our in-house expertise with some of the leading technology providers to incorporate solutions such as automated pause and resume call recording, automated mute and unmute technology and keypad payment by phone – reducing your agents exposure to detail and bringing efficiency into the call centre.
Outbound
If you have two or more people making over a hundred calls per day, an outbound dialler solution can double the number of effective calls that each user can make per hour whilst providing comprehensive call details including call outcomes. A dialler is ideal for all kinds of outbound campaigns, from small informal teams’ right through to large-scale dedicated outbound call centres. Increased productivity leads to better profitability whilst making your agents jobs that little bit easier.
Industry: Insurance
Solution: Unified Communications / Contact Centre
“There was one outstanding solution: the Avaya IP Office Contact Center SE, put forward by Extera. It was an on-premise solution, which I felt more comfortable with than the cloud solutions we were also offered, both our IT and contact managers were positive about the features, I felt Extera was a company we could work well with, and the price was highly competitive.”
“They’re an excellent partner for us: they’re very attentive and responsive. I felt from the outset they were a company we could work well with, and they have definitely helped us get the most from the new Avaya solution.”
Steve Humphrey – Finance Director, CET UK
Read the full CET case study