Deliver Exceptional Service with Expert Contact Centre Solutions

Advantages that come with employing an on-premises contact centre solution include:

• Maintaining physical control over your hardware, software, and infrastructure.
• Ensuring that sensitive data is stored safely in house.
• Realising a cost-effective option, especially for some small and mid-sized operations.

Off-premises/hosted or Contact Centre as a Service (CCaaS) models are a sensible option for enterprises wishing to:

• Streamline the management of their resources by not needing to make capital investments in physical infrastructure.
• Take advantage of unparalleled scalability to adapt to short-term fluctuations and long-term growth.
• Improve disaster recovery measures by backing data up more frequently and reducing its vulnerability to natural disasters like floods or fires.

Depending on your needs, you may consider a hybrid approach—retaining some of your contact centre tools and applications on-premises while having others located off-site or in the cloud. This path allows you to enjoy the best of both worlds and is especially suitable for organizations gradually transitioning away from on-premises contact centre solutions.

Skills-based routing is set up to match callers with the most qualified representatives. Depending on your needs, you can create rules that segment callers based on attributes like:

• The telephone number the caller is using
• The selection the caller made through the IVR
• A representative’s status (available, specialised, idle, etc.)

The benefits associated with skills-based routing include shorter wait times, faster issue resolution, and less general training required for representatives.

In addition to voice, contact centre solutions enable representatives to communicate with customers through mediums like email and instant messaging.

Trunking works behind the scenes to optimize network performance. In determining how many trunks you need in place, there are two main factors you need to consider:

• The number of phone calls typically being made at the same time.
• The amount of available bandwidth your organization has access to.

To discuss your unique needs in more detail, we invite you to get in touch today.

Quality of Service (QoS) is the ability to deliver improved service to select traffic transmitted over your networks, the ultimate goal being to provide dedicated bandwidth [Link to bandwidth page]and control over jitter and latency.

QoS is vital for voice communications. If voice packets are delayed, interrupted, or dropped when networks become busy and clogged with traffic, that negatively impacts call quality and makes conversations choppy. A QoS helps to minimize packet loss and maintain standards even during the busiest network periods.