Contact Centre

WHAT IS CONTACT CENTRE?

Outsourcery has integrated all the tools that a contact centre needs to maximise the benefits of Skype for Business. It allows agents to optimise communications across all media for example email, web chats and web requests, so they can make the most of each business opportunity that presents itself.

TRULY UNIFIED COMMUNICATION

Many contact centres can see the benefits of deploying Skype for Business but need to ensure that this can be combined with their need to ensure effective first call resolution, minimise call abandonment rates and maximise customer satisfaction.

Contact Centre from Outsourcery lets you work from anywhere and achieve more by blending voice, email, web and fax interaction; all combined with integrated presence, Outdial, instant messaging and interactive voice response – to deliver a fully unified communication experience for both agent and customer.

THE RIGHT TOOLS

Our innovation ensures a solution that ensures the right tools are available and easily deployable:

• Answer more calls in less time, increasing productivity
• Offer customers their choice of communication method
• Achieve first contact resolution through intelligent routing
• Reduce abandonment rates, queues and call times by offering a call-back
• Reduce agent attrition by providing the tools they need to achieve targets
• Optimise staff resources through comprehensive reporting and automation
• Improve customer satisfaction through real-time interaction monitoring
• Create loyal customers by personalising their experience

THE EXPERT PARTNERSHIP

Outsourcery has partnered with Enghouse Interactive who are a leading expert in customer communications.

Enghouse Interactive provides a wide range of customer contact solutions to organisations of all sizes. Enghouse Interactive’s contact centre provide one of the most comprehensive set of contact centre interaction management tools in the industry, including: routing, queuing, tracking and reporting of inbound and outbound calls, blended calls, dialer, broadcast messaging, knowledge base management, email, web chats, web requests, fax, voicemail and tasks.