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CONTACT CENTRE

Effortless Customer &
Agent Experiences

Help customers from anywhere at any time on any channel.

Transform customer and employees experiences through intelligent routing, conversational AI, agent assistance, and insights & analytics.

Smarter Service

Simplify business communications with a single unified tool for all interactions.

Company Collaboration

Provide agents with AI tools to enhance engagement and solve customer problems. Simplify forecasting, and scheduling, and monitor agent performance.

Empowered Agents

Measure contact centre performance with enhanced analytics to drive contact centre improvements.

Performance Insights

CALL ROUTING

Intelligent Inbound Call Routing

When a customer phones into your organisation, our Intelligent Call Routing can automatically try to prioritise the routing to the agent they spoke to on their previous call.

When the agent receives the call, they will see all the notes and info regarding that customer as the smart Softphone will be linked to your existing database or CRM

Call Routing IT Support Farnborough

CONTACT CENTRE

Connect On Any Channel

Deliver a better customer experience with smart routing
If a customer switches channels during an encounter, such as from a live agent to a bot or a voice call from a digital interaction, maintain a single customer identification regardless of how they connect with you.

Connect customers to the best available resource
Create queues based on the language, agent expertise, or even particular channels. Automate and enable intelligent self-service. With automatic call back, call abandonment is decreased.

Enable a better agent experience with a unified tool for all interactions
To make customer involvement simpler, give agents access to a single point of contact for all conversations that are accessible from anywhere and on any device.

Contact Centre IT Support Farnborough

EMPOWERED AGENTS

Keep Agents Happy, Engaged, and Productive

Optimize everyone’s schedule
Your contact centre team’s schedule should be planned and managed by traffic patterns, vacations, and training.

Stay on top of service quality
Screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring let you keep an eye on performance.

See what’s working in real time
You can analyse sentiment, find brand advocates and detractors, view trending themes, spot patterns, and more with analytics for every encounter to enhance the customer experience.

Contact Centre IT Support Farnborough

COMPANY COLLABORATION

Keep Important Conversations In

One Place

Connect with product experts across the organization

Reach out to SMEs throughout the entire organisation to resolve problems more quickly using a common directory, bidirectional presence synchronisation, and phone transfer/conferencing.
 

Engage hybrid and remote agents

With Intouch Communications video meetings, you can individually or in groups coach and teach both local and distant personnel.
 

Keep key stakeholders informed

Configure automated alerts and notifications to be sent to specific Intouch Communications messaging channels.

Contact Centre IT Support Farnborough

The Business Value of Intouch's Contact Centre

48%

Increase in customer satisfaction

53%

Increase in employee satisfaction

25%

Increase in average revenue per agent

46%

Increase in revenue growth rate

43%

Increase in first contact resolution

30%

Decrease in cost to serve

Tailor Every Experience

Integrate popular CRMs to personalize service for customers. Automatically surface purchase history, past interactions, ticket status, and more. Get the full picture and connect to any proprietary CRM or other back-end systems.

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