Hosted Call Centre

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.