Hosted Call Centre
Delivered over the AlwaysON managed private network, the
Virtual Customer Contact Centre
service connects every agent to the same automatic call
distribution (ACD) platform, irrespective of their location, to
provide a seamless, easily managed resource and a uniform customer
experience.
The skills pool is widened and key issues of agent retention and
unsocial working hours can be easily addressed through remote and
home-working.
The Hosted Call Centre is an innovative
business model where the telephony service is provided over the IP
Network and customers do not own (or pay) for any hardware or
software but rather just for using it (Software-as-a-Service or
SaaS model). The solutions range from simple IVRs to full blown
contact centres.
With unlimited capability available on-demand, it is quick and
simple to expand or contract the number of seats, and subscribe to
enhanced capabilities when it's right for your business.
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Key Benefits - Hosted Call Centre
- No hardware to buy, install, maintain or commission (so no
Capital Expenditure)
- No software to buy, develop or integrate
- No need for system integrators as everything is
pre-integrated
- End-users can make changes themselves in minutes (you can be
more responsive to changes in your business)
- Scaleable in minutes to match the number of agents you need or
the technology that you use
- Ideal for multiple site and homeworking operations
- 'Pay as you Go' business model
- Commitment longevity tailored to your needs
- Managed refreshment of service capabilities
- Built-in disaster recovery solution
AlwaysON uses an automated pricing tool to help you determine
your requirements, and can typically get your contact centre up and
running in the time it takes to connect your sites to the network.
We can even integrate with existing systems and provide a totally
unified phone and contact service over multiple sites, including
home workers.
Multi-channel contact centre
A multi-channel contact centre allows customers to use their preferred channels of communication to interact with your organisation. Regardless of their choice of phone, email, instant messaging or web, the call is placed automatically, efficiently and intelligently. The result is a consistent and professional customer experience, increased agent productivity and reduced costs.
Hosted contact centre service
By subscribing to our fully managed and hosted contact solution,
we make the enterprise-grade technology used by market-leading
companies accessible to even the smallest organisation. With easy
to customise campaigns, you are free to focus on your core
business.
The cost benefits are highly attractive too, with none of the
set-up, administration and IT-staffing costs associated with
traditional premises-based solutions.
Service benefits
- Enhanced efficiency - our service can be
tailored to suit your exact business requirements, handling
telephony, email, web chat, voicemail and call-back requests to
make the best use of your agent resources
- Voicemails and messages - advanced controls
unify messaging through the email client. Messages can be pushed to
the agent when they are less busy or queued with calls
- Fully blended service - options for inbound
and outbound campaigns include predictive dialling, linked to
computer telephony integration (CTI) capabilities to ensure
professional customer interactions. Quieter periods in customer
service demands can be filled with revenue-generating calls
- Know your customers - calling line
identification (CLI) can be used to place the call to a designated
agent or department and bring up the customer's records and
progress notes on the screen
- Multimedia capabilities - the contact solution
supports multiple channels, including web-enabled ‘click to talk'
services
- Self-service - enable customers to access
standard messages or request information that can be automatically
fulfilled, enhancing agent retention and making better use of agent
resources
- True virtual contact centre - the service
appears as one Automatic Call Distribution (ACD) that can be scaled
to any size
Example starter features
- Real-time queue statistics and call centre performance.
- Intelligent call routing by menu, time of day, called number or CLI.
- Multi-level Auto Attendant menu options.
- Softphone desktop application for full telephony control, call information and group statistics.
Example expansion options
Service expansion can be designed to meet your specific needs,
including:
- Advanced CTI, with database integration,and screen pop
- Multimedia contact centre (blends inbound & outbound voice,
email, instant message, voicemail and callbacks)
- Advanced queuing and contact routing with graphical
administration environment
- Advanced dialling solutions, utilising preview, progressive and
predictive technology
